{
  "state": {
    "ticket": "I paid once, but there are duplicate transactions on my account.",
    "policy": "Route payment issues to billing, delivery issues to shipping, and damaged/wrong/ill-fitting items to returns. Ask for clarification if the issue is unspecified. Urgent review is required only for duplicate charges, charges after cancellation, a missing parcel marked delivered, or an item that arrived damaged. Priority is high for urgent review, normal for other concrete delivery/return/refund problems or an address change, and low for general information, account details, invoices or clarification."
  },
  "questions": {
    "department": {
      "type": "choice",
      "instructions": "Which team should handle this ticket under the policy?",
      "criteria": {
        "billing": "Charges, payments and invoices",
        "shipping": "Delivery and tracking",
        "returns": "Damaged, incorrect or unwanted items",
        "clarify": "Ask for more information"
      }
    },
    "urgent": {
      "type": "noul",
      "instructions": "Does the policy require urgent review?"
    },
    "priority": {
      "type": "score",
      "instructions": "What priority does the policy assign?",
      "criteria": [
        "low",
        "normal",
        "high"
      ]
    }
  }
}