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T2 chain · customer support — one schema-typed call classifies the WHOLE queue (enums keep the categories honest), jq slices the urgent ones, and the escalation fires only when there’s something to escalate.

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The job

It’s 8:55. There are 40 tickets from overnight. Someone reads them all, tags them, writes first replies, and pages on-call if anything’s on fire. This file does the reading, tagging and drafting — under a sortable v7 batch id — and pages only when urgent is non-empty.

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The shape

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The file

t2-support-triage.nika.yaml
nika: v1
workflow: support-triage
description: "Ticket queue → typed triage → urgent escalation → triage board"

model: mock/echo            # swap for groq/llama-3.3-70b — triage wants speed

vars:
  queue_path: "./support/overnight-queue.json"

secrets:
  oncall_webhook:
    source: env
    key: ONCALL_WEBHOOK_URL
    egress:                       # sanction the one send · the secret IS the URL
      - to: "nika:notify"
        host_from_self: true

tasks:
  - id: batch
    invoke:
      tool: "nika:uuid"
      args: { version: v7 }

  - id: queue
    invoke:
      tool: "nika:read"
      args: { path: "${{ vars.queue_path }}" }

  - id: triage
    depends_on: [queue]
    infer:
      prompt: |
        Triage every ticket in this queue ·
        ${{ tasks.queue.output }}
        For each · classify category and urgency, draft a 2-sentence first reply.
      schema:
        type: object
        required: [tickets]
        properties:
          tickets:
            type: array
            items:
              type: object
              required: [id, category, urgency, first_reply]
              properties:
                id: { type: string }
                category: { type: string, enum: [billing, bug, how-to, account, other] }
                urgency: { type: string, enum: [low, normal, high, critical] }
                first_reply: { type: string }

  - id: urgent
    depends_on: [triage]
    invoke:
      tool: "nika:jq"
      args:
        input: "${{ tasks.triage.output.tickets }}"
        expression: 'map(select(.urgency == "high" or .urgency == "critical"))'

  - id: escalate
    depends_on: [urgent, batch]
    when: ${{ size(tasks.urgent.output) > 0 }}
    invoke:
      tool: "nika:notify"
      args:
        channel: webhook
        target: "${{ secrets.oncall_webhook }}"
        message: "Urgent tickets in triage batch ${{ tasks.batch.output }} · ${{ tasks.urgent.output }}"
        severity: warning

  - id: board
    depends_on: [triage, batch]
    invoke:
      tool: "nika:write"
      args:
        path: "./support/triage-${{ tasks.batch.output }}.json"
        content: "${{ tasks.triage.output.tickets }}"

outputs:
  tickets:
    value: ${{ tasks.triage.output.tickets }}
    type: array
    description: "The classified queue with drafted first replies"

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How it works

1

Enums make classification honest

category and urgency are schema enums — the model cannot invent a « kinda-urgent » tier. Typed output means the jq filter downstream can trust the values.
2

jq slices, the model doesn't re-read

urgent filters urgency == "high" or "critical" out of the typed list — no second model call to ask « which ones were urgent? ».
3

v7 uuids sort by time

nika:uuid version: v7 is timestamped — triage boards land on disk already in chronological order.

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Constructs you just used

ConstructWhereReference
schema enums over a listtriageThe 4 verbs
nika:jq post-filterurgentBuiltins
nika:uuid v7batchBuiltins
conditional notifyescalateWorkflows

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Make it yours

  • Push the first replies as DRAFTS into your helpdesk via its API (nika:fetch method: POST) — humans still hit send.
  • Track sentiment over time: append each batch’s stats to a CSV with nika:write.
  • Speed matters at 9am: groq/llama-3.3-70b triages a 40-ticket queue in seconds.

Next · Contract guard

The sovereignty example — a LOCAL model reads the contract, and a validate + assert pair refuses bad extractions.