Data structure for this category
Data for this category comes from call transcript text from hotline call centers, and user request entry content from internal ticket systems. Data is updated in real time as tickets move through workflows, with each update targeting a single complete ticket. The structure of a single document includes fields such as original request text, ticket number, acceptance time, transfer node, and initial classification tag. The original request text is the core text field, with a wide range of lengths. Some complex requests can reach thousands of characters. The remaining fields are mostly structured tags or time-based data.
Constraints on multi-turn dialogue and prompting
The wide range of lengths of original request text requires that the context window for multi-turn dialogue adapt to inputs of varying lengths, to avoid truncating core request content. Real-time updated data requires that prompts support dynamic reading of the latest ticket data, and cannot rely on static knowledge base caches. The coexistence of structured fields and unstructured text requires that multi-turn dialogue distinguish between processing structured tags and natural language requests, to avoid confusing classification criteria. Changes to the transfer node of a single ticket will affect classification logic. Prompts must include the current transfer node as a classification reference condition, to ensure classification results match the current ticket status. Additionally, hotline call transcript text may contain colloquial expressions. Multi-turn dialogue must support correction and standardization of transcript content, to improve classification accuracy.
Reference only; verify against the target FastGPT release and deployment documentation.
How to configure settings
| Configuration Item | Recommended Approach | Rationale |
|---|---|---|
| Maximum context length | 8000–12000 token | Adapt to the range of lengths of ticket request text, avoid truncating core request content |
| Dialogue message context | Splice transcript text and structured fields using the messages parameter | Include both natural language requests and structured tags, improve classification accuracy |
| Session ID configuration | Bind ticket number as chatId | Ensure context continuity for multi-turn classification dialogues for the same ticket, avoid session confusion |
| Prompt variable configuration | Import ticket number and transfer node as variables | Dynamically call structured data from the latest ticket, match real-time updated business rules |
| Single dialogue history retention | First 8 dialogue records | Match the multi-turn transfer scenario of hotline tickets, retain key transfer node information |
Three common configuration errors
- A 500 error is triggered when importing the ticket knowledge base. The cause is that the
variablesparameter is not correctly configured to bind structured fields, causing the model to fail to recognize the structured data structure of the ticket. - Multiple irrelevant results are output after multi-turn classification dialogue. The cause is that the dialogue context range is not restricted using the
messagesparameter, and irrelevant historical dialogue content is retained. - The first classification response has high latency. The cause is that
chatIdis not bound to a fixed ticket number, and the system initializes the session context each time, leading to loading redundant data.
How to verify correct configuration
- Upload a single long-text ticket, check that the dialogue context fully retains all request content, and no truncation prompt appears.
- After binding the ticket number as
chatId, send two classification requests, check that the context of the two dialogues is continuous, and the session state is not reset. - After configuring the
variablesparameter to import structured fields, send a classification request, check that the output result references fields such as transfer node. - Test the multi-turn ticket transfer scenario, check that the dialogue can dynamically update the referenced transfer node data, and static cache content is not used.
The values provided are common starting points and should be measured against the reader's own samples.
Question material comes from public community discussions. Configuration values are common starting points and should be measured against your own samples. Verified on 2026-09-28.