{
  "password_reset": "Send the password-reset steps. Never ask for the current password. Offer to unlock the account after the customer confirms their email.",
  "billing": "Explain the charge using the invoice id if we have one. Refunds need a supervisor review \u2014 do not promise a refund in the draft.",
  "shipping": "Share tracking help and the delivery window. Address changes are allowed only before the label is printed.",
  "spam": "Do not reply. Mark the thread as spam and stop. Never click links from these messages.",
  "unknown": "The predicted label is not one we handle. Log the message and stop tools for this item. A human should read it."
}