{
  "model": "triage",
  "state": {
    "company": "A mid-sized online furniture retailer shipping across Europe.",
    "channel": "email",
    "message": "Subject: Crushed wardrobe\n\nHi, the wardrobe I ordered (order 55120) arrived today and the box was crushed. Two doors are split. I want a replacement or my money back. This is the second time.\n\nAnna"
  },
  "questions": {
    "route": {
      "type": "choice",
      "instructions": "Which team should handle this message? If it covers several issues, choose the team for the most important one.",
      "criteria": {
        "other": "Not for any of these teams",
        "k1": "Deliveries: late, lost or damaged deliveries, and delivery bookings",
        "k2": "Refunds and payments: refunds, charges and invoices",
        "k3": "Assembly service: booking and complaints about assembly",
        "k4": "Account access: logins, passwords and account details"
      }
    },
    "urgency": {
      "type": "score",
      "instructions": "How urgently does this need a response?",
      "criteria": [
        "No action needed",
        "Can wait a few days",
        "Handle within a day",
        "Handle within hours",
        "Handle immediately"
      ]
    },
    "sentiment": {
      "type": "score",
      "instructions": "How does the customer feel?",
      "criteria": [
        "Very negative, angry or distressed",
        "Negative",
        "Neutral",
        "Positive",
        "Very positive"
      ]
    },
    "needs_human": {
      "type": "noul",
      "instructions": "Does this need a person to act on it now, rather than an automatic reply? Answer yes for complaints that could escalate, legal or safety issues, or requests an automatic system cannot resolve."
    }
  }
}