{
  "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?"
  }
}