Workflows & decisionschoicenoulscore
State
This is the context Jev receives before answering the typed question.
{
"conversation": [
{
"speaker": "assistant",
"text": "Your refund is complete."
},
{
"speaker": "customer",
"text": "It's been a week. Where is it?"
}
],
"refund_record": {
"status": "not_requested"
}
}Typed questions (3)
Primary request
choiceWhat is the customer's primary request in the latest message?
Try in Playground- refund | Money back or reversing a charge
- access | Account or login help
- troubleshooting | Help with broken product behavior
- cancel | Ending a subscription
- human | Explicitly requesting a person
- other | Other or unclear
Time sensitive
noulDoes the record establish a current time-sensitive problem, beyond emphatic wording alone?
Try in Playground- Calm
- Concerned or mildly frustrated
- Clearly upset
- Highly escalated
Try changing the scenario
Change the record to settled and note whether the response changes.