{
  "category": {
    "type": "choice",
    "instructions": "What is the user mainly talking about?",
    "criteria": {
      "support": "the user needs help with something that is broken or unclear",
      "sales": "the user asks about pricing, plans, or buying",
      "feedback": "the user shares an opinion about the product or service",
      "other": "anything that does not fit the labels above"
    }
  },
  "urgency": {
    "type": "choice",
    "instructions": "How urgent does the user sound?",
    "criteria": ["low", "medium", "high"]
  },
  "frustration": {
    "type": "noul",
    "instructions": "The user sounds frustrated or annoyed.",
    "criteria": {"true": "frustrated, annoyed, impatient", "false": "calm, neutral, pleased"}
  },
  "churn_risk": {
    "type": "noul",
    "instructions": "The user is thinking about leaving or cancelling."
  },
  "needs_action": {
    "type": "noul",
    "instructions": "The user asks for something concrete to be done."
  },
  "needs_clarification": {
    "type": "noul",
    "instructions": "The request is ambiguous and needs a follow-up question."
  },
  "contains_idea": {
    "type": "noul",
    "instructions": "The user proposes a new idea or feature."
  },
  "business_opportunity": {
    "type": "noul",
    "instructions": "The conversation hints at a business opportunity worth following up."
  },
  "positive_sentiment": {
    "type": "noul",
    "instructions": "The user sounds happy or satisfied."
  }
}