{
  "$format": "thethinkloop.template/v1",
  "slug": "customer-priority",
  "title": "Customer priority",
  "decides": "What priority a request should get, combining urgency with account context.",
  "question": {
    "name": "decision",
    "type": "score",
    "instructions": "What priority should this customer request get?",
    "levels": [
      {
        "label": "Low",
        "description": "No time pressure and no meaningful business impact."
      },
      {
        "label": "Normal",
        "description": "Standard request. Handle in queue order."
      },
      {
        "label": "High",
        "description": "Significant impact or a high-value account with a real problem."
      },
      {
        "label": "Urgent",
        "description": "High-value account blocked, or widespread impact with a deadline."
      }
    ]
  },
  "evidenceChecks": [
    {
      "name": "factor_1",
      "label": "High-value account",
      "type": "predicate",
      "instructions": "The request comes from an enterprise or high-value account."
    },
    {
      "name": "factor_2",
      "label": "Blocking issue",
      "type": "predicate",
      "instructions": "The customer is blocked from using the product."
    }
  ],
  "inputs": [
    {
      "name": "message",
      "type": "string",
      "required": true,
      "description": "The customer's message, verbatim. Include the subject line if there is one."
    },
    {
      "name": "account_tier",
      "type": "string",
      "required": true,
      "description": "Plan or segment, e.g. \"Enterprise, 1,200 seats\". Priority can't be judged from the message alone."
    }
  ],
  "expectedOutput": "A score from 0 to 3, a probability for each level, and a confidence value, plus one probability per evidence check.",
  "examples": [
    {
      "title": "Enterprise account blocked before a deadline",
      "input": "Enterprise account (1,200 seats, premium support). Their SSO login is failing for the entire company since 9am and they have a board demo tomorrow.",
      "expected": "Urgent"
    },
    {
      "title": "Roadmap question from a free user",
      "input": "Free plan user asking whether dark mode is on the roadmap. Just curious, no rush.",
      "expected": "Low"
    }
  ],
  "startingPolicy": {
    "automateAt": 0.8,
    "abstainBelow": 0.5,
    "note": "A starting point for exploration, not a recommendation. Calibrate against your own labeled examples."
  }
}