Starters that read one document

These starters answer from the judged document alone, so a column in your own database may be enough for them. You create each one as starter judgments shows, and whether an answer is good on your data is yours to measure against outcomes.

Ticket triage: is it urgent?

For support queues that must show the tickets that cannot wait first. The judgment reads the ticket’s subject and first message, and the customer’s plan if you have one. When the conversation is an array, it also reads the latest three messages. It does not read the status, the assignee or the tags, so a change to them costs nothing. Sort or get alerts on p or on the urgent threshold. from_starter: ticket_triage.urgency

Placeholder	What it is	Example
`subject`, path	The ticket’s subject line.	`state.subject`
`body`, path	The ticket’s first message or description.	`state.body`
`messages`, path, optional	The conversation, as an array of messages. The judgment reads the latest three.	`state.messages`
`plan`, path, optional	The customer’s plan or tier.	`attributes.plan`

{
  "name": "urgent",
  "type": "bool",
  "question": "Is this ticket urgent: does the customer need a reply within hours rather than days?",
  "criteria": "Urgent when a service is down or unusable, money is being lost or charged wrongly, data may be lost or exposed, or the customer faces a deadline today. A question, a feature request or a minor inconvenience is not urgent, however it is worded.",
  "context": {
    "fields": ["{subject}", "{body}", "{plan}"],
    "last_n": {"{messages}": 3},
    "max_tokens": 1500
  },
  "thresholds": {"urgent": 0.8}
}

Ticket triage: which team should take it?

For routing tickets to a team. The judgment reads the same parts of a ticket as the urgency starter, so Brussle answers the two together. It picks billing, technical, account or sales, or none_of_the_above when none fits. To use your own teams, change the options in the definition that the dry run returns. Use value as the answer. Until you post outcomes, the probabilities of a choice are too confident. from_starter: ticket_triage.routing

Placeholder	What it is	Example
`subject`, path	The ticket’s subject line.	`state.subject`
`body`, path	The ticket’s first message or description.	`state.body`
`messages`, path, optional	The conversation, as an array of messages. The judgment reads the latest three.	`state.messages`
`plan`, path, optional	The customer’s plan or tier.	`attributes.plan`

{
  "name": "route",
  "type": "choice",
  "question": "Which team should handle this ticket?",
  "options": [
    {
      "value": "billing",
      "description": "Charges, invoices, refunds, payment methods and plan changes."
    },
    {
      "value": "technical",
      "description": "Bugs, errors, outages, performance and integrations."
    },
    {
      "value": "account",
      "description": "Signing in, access, users, permissions and account settings."
    },
    {
      "value": "sales",
      "description": "Pricing questions, upgrades, new purchases and contracts."
    }
  ],
  "context": {
    "fields": ["{subject}", "{body}", "{plan}"],
    "last_n": {"{messages}": 3},
    "max_tokens": 1500
  }
}

Moderation: does this post break a rule?

For posts, comments and reviews that users write. The judgment reads the post’s text and title. The criteria list common community rules. To use your own rules, change the criteria in the definition that the dry run returns. A change to likes, views or replies costs nothing. Hide a post above the hide threshold. Send a post between review and hide to a person. To also show the post that a post replies to, add a relation. See the referenced document guide. from_starter: moderation.breaks_rule

Placeholder	What it is	Example
`text`, path	The post’s text.	`state.text`
`title`, path, optional	The post’s title, if posts have one.	`state.title`

{
  "name": "breaks_rule",
  "type": "bool",
  "question": "Does this post break any of the community's rules?",
  "criteria": "A post breaks a rule if it harasses or threatens a person, attacks people for who they are, is spam or a scam, shares someone's private information, or sexualises minors. Strong language, criticism, disagreement and off-topic posts do not break a rule on their own.",
  "context": {"fields": ["{title}", "{text}"], "max_tokens": 1000},
  "thresholds": {"hide": 0.9, "review": 0.5}
}

Review queue: does a person need to look at this?

For a flow where your system handles most items and a person must look at some. Examples are refund requests, automated replies, applications and claims. The judgment reads the item’s content, and its summary and category if you have them. Send the items above the review threshold to your queue. To review more items, make the threshold lower. from_starter: review_queue.needs_review

Placeholder	What it is	Example
`content`, path	The item itself: the request, reply or application.	`state.content`
`summary`, path, optional	A short summary or title.	`state.summary`
`category`, path, optional	The item’s category or type.	`attributes.category`

{
  "name": "needs_review",
  "type": "bool",
  "question": "Should a person review this item before it is acted on?",
  "criteria": "Review when the item is ambiguous or contradicts itself, involves money, legal matters, safety or access to an account, the person is upset, or an automated answer could easily be wrong. Routine, clear requests do not need review.",
  "context": {
    "fields": ["{summary}", "{category}", "{content}"],
    "max_tokens": 1500
  },
  "thresholds": {"review": 0.5}
}

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Before you build

Starters that read one document

Ticket triage: is it urgent?

Ticket triage: which team should take it?

Moderation: does this post break a rule?

Review queue: does a person need to look at this?

​Ticket triage: is it urgent?

​Ticket triage: which team should take it?

​Moderation: does this post break a rule?

​Review queue: does a person need to look at this?

Ticket triage: is it urgent?

Ticket triage: which team should take it?

Moderation: does this post break a rule?

Review queue: does a person need to look at this?