{
  "triage": {
    "department": {
      "type": "choice",
      "instructions": "Which department should handle this customer message?",
      "criteria": {
        "billing": "invoices, payments and refunds",
        "technical": "bugs, outages and system errors",
        "other": "general requests and questions"
      }
    },
    "urgency": {
      "type": "score",
      "instructions": "How urgent is this request?",
      "criteria": [
        "low: can wait",
        "medium: resolve soon",
        "high: blocking or time critical"
      ]
    },
    "churn_risk": {
      "type": "noul",
      "instructions": "Does the customer threaten to cancel or leave?"
    }
  }
}