| { | |
| "department": { | |
| "type": "choice", | |
| "instructions": "Which department should handle this email?", | |
| "criteria": { | |
| "billing": "invoices, payments, refunds", | |
| "technical": "bugs, outages, system errors", | |
| "sales": "pricing, new contracts", | |
| "other": "everything else" | |
| } | |
| }, | |
| "urgency": { | |
| "type": "score", | |
| "instructions": "How urgent is this request?", | |
| "criteria": ["not urgent", "soon", "critical deadline or blocking issue"] | |
| }, | |
| "refund": { | |
| "type": "noul", | |
| "instructions": "Does the customer ask for money back?" | |
| } | |
| } | |