{
  "$schema": "https://nuncaeslupus.github.io/drawspec/schema/drawspec-v1.schema.json",
  "version": 1,
  "kind": "flow",
  "title": "How a question reaches the help desk",
  "description": "The people in a support process drawn as people and the systems as boxes: a customer asks, the assistant answers what it can, and a person on the desk takes the rest, with a specialist behind them.",
  "nodes": [
    {
      "id": "customer",
      "text": "Customer",
      "role": "person"
    },
    {
      "id": "assistant",
      "text": "Answering assistant"
    },
    {
      "id": "known",
      "text": "A known question?",
      "role": "decision"
    },
    {
      "id": "answer",
      "text": "Answer from the help pages",
      "role": "terminal"
    },
    {
      "id": "agent",
      "text": "Help desk agent",
      "role": "person"
    },
    {
      "id": "tickets",
      "text": "Ticket queue",
      "role": "store"
    },
    {
      "id": "specialist",
      "text": "Product specialist",
      "role": "person"
    }
  ],
  "edges": [
    {
      "from": "customer",
      "to": "assistant",
      "label": "asks"
    },
    {
      "from": "assistant",
      "to": "known"
    },
    {
      "from": "known",
      "to": "answer",
      "label": "yes"
    },
    {
      "from": "known",
      "to": "tickets",
      "label": "no"
    },
    {
      "from": "tickets",
      "to": "agent",
      "label": "picks up"
    },
    {
      "from": "agent",
      "to": "specialist",
      "label": "escalates"
    }
  ]
}