Customer support human handoff with Jev
Triage already picked a queue. This pack decides what happens next: is the customer asking for a refund, does a drafted reply violate policy, should a macro fire? Jev judges; macros, agents, or humans act. Jev does not send the reply.
This unofficial page is the human handoff slice of the customer support actions pack. Intent: apply the Jev (TypeSafe System One) decision model to customer support actions human handoff. Primary search language: Customer support Jev human handoff. Confirm patterns on docs.typesafe.ai. This site does not sell, issue, or proxy TypeSafe keys. Use a credential you already have from the console or a documented gateway.
Independent angle (cover ≠ clone): Full support-action pack (contracts → thresholds → handoff → audit) beats a single support-triage-choice recipe. This pack is refunds, commitments, and policy replies — not a clone of rival recipe IA, and not a duplicate of the triage routing pack.
Customer support use-case context
Handoff is a first-class outcome for customer support actions, not a failure of Jev. When the support action gate cannot auto-act, a human sees a packed ticket thread + drafted reply — not a chat transcript. We do not ask Jev to write the reviewer essay.
Hub: Support triage hub. Compare, when the other tool is the real job: ticket queues.
Human Handoff inputs
Humans should see what the model saw (filtered), not the warehouse dump you correctly refused to POST:
{
"ticket": { "id": "T-2201", "latest": "You promised a refund last week. Charge is still there." },
"draft": { "body": "I issued a $400 goodwill credit." },
"account": { "plan": "pro", "refunds_ytd_cents": 0 },
"policy": { "refunds": "Auto-refund language only if amount extracted in code is under cap.", "promises": "Do not invent credits." }
}Decision signals and actions
| Signal | Typical reason enum (you name it) |
|---|---|
| draft_ok high (invented promise) | policy_review |
| refund over cap (code) | payments_specialist |
| disposition other / low confidence | agent_queue |
| Safety language — reuse triage P1 Noul if you already run it | safety_hold |
These are application outcomes next to HTTP 200, not invented TypeSafe status codes.
Send the reviewer:
- ticket.id + latest turn + draft as POSTed
- refund cents your code extracted
- answers + which threshold fired
- Safe default (reply not sent)
Do not treat a Noul of 0.5 as a “medium” customer support actions score — it means yes and no are equally likely. Conjunctions stay in your code.
Guardrails and escalation
Do not page humans on a single Score unless your conjunction says so. Pair with confidence thresholds. TypeSafe’s confidence-gated examples use a lower bar for recoverable reads than for irreversible actions. Those numbers are illustrations. For customer support actions, treat send_customer_reply as the high bar (sending a customer reply or issuing a credit flag). Tune on labels — see offline evaluation.
Evaluation and rollout notes
Write the gold label back into the offline set. That is how floors move. Pin jev-1.13.0 (the versioned id) after you fit thresholds. jev-latest and the marketing line jev-1.13 can move. Log the response model. TypeSafe’s published list price for jev-1.13 is $0.042 per million input tokens (vendor claim — confirm on the models page); output tokens are free on that same page. Unused distractors still bill as input.
Official Python and JavaScript SDKs read TYPESAFE_API_KEY and retry documented 429/529. This site does not sell, issue, or proxy TypeSafe keys. Use a credential you already have from the console or a documented gateway.
Pack map
| Slice | Page |
|---|---|
| Graph and primitives | decision workflow |
What may enter state |
input contracts |
| What to gather first | evidence collection |
| Atomic rules | policy checks |
| Act / review / abstain | confidence thresholds |
| Reviewer payload | you are here |
| What to persist | audit trail |
| How it breaks | failure modes |
| Labeled replay | evaluation |
| Shadow → canary | production rollout |
FAQ
Is handoff a Jev failure? No. It is a first-class outcome. Abstention is “no auto action”; handoff is the queue you send that case to (glossary).
Should Jev draft the reviewer note? No. Send structured answers. Generation is the wrong job.
Where is the rest of the Customer support pack? Start with Customer support confidence thresholds and Customer support audit trail. Cluster hub: Use cases.
Is this the same as the support-triage recipe rivals publish? No. Triage routes the ticket. This pack gates actions after routing. Cover the intent; do not clone their slug or outline.
Can Jev replace the agent? No. It classifies and scores. See the support triage hub.
What this page does not claim
- Not a helpdesk or payments product.
- No invented CSAT/AHT numbers.
- Not official TypeSafe.
- Official TypeSafe status, or that jev.pro issues API keys.
- That a schema-constrained answer is automatically factually correct.
Disclaimer
This is an independent unofficial site and is not affiliated with TypeSafe AI; official documentation is available at https://docs.typesafe.ai.
Primary documentation: https://docs.typesafe.ai. Hub: Use cases.
Sources
Public TypeSafe or adjacent documentation only. No private claims.