{
  "state": {
    "ticket": "Hi, I was charged twice for my March invoice and nobody has replied to my two emails since Monday. Please refund the second charge.",
    "customer": {"plan": "business", "since": "2023-05-14"}
  },
  "questions": {
    "route": {
      "type": "choice",
      "instructions": "Which team should handle `ticket`?",
      "criteria": {
        "billing": "charges, invoices, refunds",
        "bug": "something in the product is broken",
        "account": "login, access, settings"
      }
    },
    "urgency": {
      "type": "score",
      "instructions": "How urgent is `ticket`?",
      "criteria": ["routine", "today", "urgent", "critical"]
    },
    "refund": {
      "type": "truth",
      "instructions": "Does the customer ask for a refund?"
    },
    "emails": {
      "type": "number",
      "instructions": "How many emails has the customer sent before this one?",
      "min": 0,
      "max": 10
    }
  }
}