# Support triage

Suggest a support queue while preserving a fallback.

Route the customer's intent rather than relying on one keyword. Remove secrets and unrelated ticket history before sending the situation.

```json request
{
  "model": "ren-1.1.0",
  "type": "choice",
  "situation": "I can sign in, but yesterday's payment appears twice on my statement.",
  "question": "Which queue owns the primary issue?",
  "options": [
    {"id": "billing", "description": "Charges, invoices, and payment disputes"},
    {"id": "access", "description": "Sign-in and account-access problems"},
    {"id": "review", "description": "Mixed intent or no clear owner"}
  ],
  "threshold": 0.9
}
```

On `act`, route only if `choice` names an allowed queue. The `review` option and every `ask_human` result enter the human queue. Return a temporary failure or review item on API errors.

Test mixed billing/access tickets and requests that fit none of the queues. Review incorrect routing and cases where a new category is needed. The model must not close a ticket or modify payment details.