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"model": "triage",
"state": {
"company": "A mid-sized online furniture retailer shipping across Europe.",
"channel": "email",
"message": "Subject: Crushed wardrobe\n\nHi, the wardrobe I ordered (order 55120) arrived today and the box was crushed. Two doors are split. I want a replacement or my money back. This is the second time.\n\nAnna"
},
"questions": {
"route": {
"type": "choice",
"instructions": "Which team should handle this message? If it covers several issues, choose the team for the most important one.",
"criteria": {
"other": "Not for any of these teams",
"k1": "Deliveries: late, lost or damaged deliveries, and delivery bookings",
"k2": "Refunds and payments: refunds, charges and invoices",
"k3": "Assembly service: booking and complaints about assembly",
"k4": "Account access: logins, passwords and account details"
}
},
"urgency": {
"type": "score",
"instructions": "How urgently does this need a response?",
"criteria": [
"No action needed",
"Can wait a few days",
"Handle within a day",
"Handle within hours",
"Handle immediately"
]
},
"sentiment": {
"type": "score",
"instructions": "How does the customer feel?",
"criteria": [
"Very negative, angry or distressed",
"Negative",
"Neutral",
"Positive",
"Very positive"
]
},
"needs_human": {
"type": "noul",
"instructions": "Does this need a person to act on it now, rather than an automatic reply? Answer yes for complaints that could escalate, legal or safety issues, or requests an automatic system cannot resolve."
}
}
}
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