{
  "state": {
    "ticket": "I was charged twice for order ZVX-104. Please refund the duplicate payment. The first payment was correct.",
    "customer_tier": "basic",
    "history": [
      {
        "step": 1,
        "event": "Request received"
      },
      {
        "step": 2,
        "event": "No prior complaint"
      }
    ]
  },
  "questions": {
    "team": {
      "type": "choice",
      "instructions": "Which team should handle this ticket?",
      "criteria": {
        "billing": "Charges, invoices, payments, refunds",
        "technical": "Software errors, outages, broken features",
        "accounts": "Login, passwords, account access",
        "other": null
      }
    },
    "refund_requested": {
      "type": "noul",
      "instructions": "Does the customer ask for a refund?"
    },
    "frustration": {
      "type": "score",
      "instructions": "How frustrated is the customer?",
      "criteria": [
        "calm",
        "frustrated",
        "very frustrated"
      ]
    }
  }
}