Use cases· Last updated 2026-09-21

Triage decision workflow with Jev

Support triage is the workflow TypeSafe reaches for first: one ticket state, several atomic questions, code that routes. This page is the decision workflow slice of a full pack (contracts → thresholds → handoff → audit). Independent unofficial notes. Official sketches: quick start and intent routing. We do not sell keys.

Input contract (before the call)

Put only what the questions name:

{
  "ticket": { "id": "T-1042", "body": "…", "channel": "email" },
  "customer": { "plan": "pro", "open_incidents": 1 },
  "policy": { "p1": "P1 = safety or complete outage" }
}

Point instructions at `ticket.body`. Drop CRM novels — jev-1.13 loses accuracy on distractors and you still pay input tokens (vendor price: $0.042 / MTok, confirm on models page).

One request, three primitives

Official quick-start mix:

Optional fourth: Choice intent (order_status, product_question, return_exchange, complaint, other) if you also route handlers.

All of these share state and run in parallel. Do not ask Jev to write the reply.

Code owns the graph

def triage(resp):
    dept = resp.answers["department"]
    urgent = resp.answers["is_urgent"].noul
    if dept.confidence < FLOOR:          # tune — see thresholds page
        return handoff("unclear_queue")
    if dept.choice == "other":
        return handoff("unmapped_queue")
    if urgent >= URGENT_TAU and dept.choice == "technical":
        return "page_oncall"
    return f"queue:{dept.choice}"

Conjunctions (urgent and technical) stay in code.

Cascade when the taxonomy is deep

A 200-leaf product taxonomy should not be one Choice. TypeSafe’s hierarchical cookbook: Choice per node, greedy or beam, length-normalized path score.

Confidence abort: if confidence < ABORT at any node, stop and return the parent (or a human). That beats a confident wrong leaf.

Taxonomy tips:

• Every node includes other.
• Contrast siblings in criteria.
• Do not reuse a Noul τ on Choice confidence.
• Log node id + edge probabilities for audit (decision trace).

Pack map

What this page does not claim

No invented triage accuracy. Schema-safe ≠ correct. Not official TypeSafe.

Hub: Use cases. Official: docs.typesafe.ai.