Support triage
Suggest a support queue while preserving a fallback.
Route the customer’s intent rather than relying on one keyword. Remove secrets and unrelated ticket history before sending the situation.
{
"model": "ren-zero-2026-11-12",
"type": "choice",
"situation": "I can sign in, but yesterday's payment appears twice on my statement.",
"question": "Which queue owns the primary issue?",
"options": [
{"id": "billing", "description": "Charges, invoices, and payment disputes"},
{"id": "access", "description": "Sign-in and account-access problems"},
{"id": "review", "description": "Mixed intent or no clear owner"}
],
"threshold": 0.9
}On act, route only if choice names an allowed queue. The review option and every ask_human result enter the human queue. Return a temporary failure or review item on API errors.
Test mixed billing/access tickets and requests that fit none of the queues. Review incorrect routing and cases where a new category is needed. The model must not close a ticket or modify payment details.