{
  "state": {
    "ticket": "My parcel arrived today with a cracked screen. Please help me get a replacement.",
    "payment_status": "Paid successfully. No duplicate charge."
  },
  "questions": {
    "damaged_delivery": {
      "type": "noul",
      "instructions": "Does the customer report receiving a damaged item?",
      "criteria": {
        "true": "The customer explicitly reports damage to the delivered item.",
        "false": "The customer does not report damage to the delivered item."
      }
    },
    "team": {
      "type": "choice",
      "instructions": "Which team should handle this ticket?",
      "criteria": {
        "shipping_returns": "Damaged deliveries, returns, and replacements.",
        "billing": "Payment failures, duplicate charges, and invoices.",
        "account": "Passwords, sign-in, and account access."
      }
    },
    "urgency": {
      "type": "score",
      "instructions": "Rate the urgency of responding using only the supplied rubric.",
      "criteria": [
        "Routine information request; no reported problem.",
        "Minor inconvenience; the product remains usable.",
        "Damaged or unusable product requiring a timely resolution.",
        "Immediate danger or an explicitly reported safety emergency."
      ]
    }
  }
}