| { | |
| "state": {"text": "The customer was charged twice and requests a refund."}, | |
| "questions": { | |
| "department": { | |
| "type": "choice", | |
| "instructions": "Which department should handle this request?", | |
| "criteria": {"billing": "Payments, invoices and refunds", "technical": "Software faults"} | |
| } | |
| } | |
| } | |