> ## Documentation Index
> Fetch the complete documentation index at: https://docs.gloo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Building with System One

> Write System One questions that get clear answers, choose thresholds from your own data, log decisions for review, control cost, and handle errors and retries.

These practices help you get dependable decisions from [System One](https://docs.gloo.com/api-guides/system-one.md) in production. For a step-by-step build, see the [System One tutorial](https://docs.gloo.com/tutorials/system-one.md); for short patterns to adapt, see [System One Examples](https://docs.gloo.com/tutorials/system-one-examples.md). For every field and status, see the [API reference](https://docs.gloo.com/api-reference/system-one/v2.md).

Everything on this page is advice for building on System One, not a description of how it behaves, unless it says so.

## Write clear questions

* **Give each question a unique key.** The key you use in `questions` is the key of its answer in `answers`, so pick names your code can branch on, such as `category` or `wants_refund`. Keep option keys stable too: your code, logs and labelled examples all refer to them.
* **Match `instructions` to the type.** For a `choice`, write it as a question ("Which team should handle this ticket?"). For a `noul`, write it as a statement that is either true or false of the state ("The customer is asking for their money back.").
* **Make `choice` options mutually exclusive.** Each option's description should say when to pick it and only it. If two options can both apply, one pick can't capture both. Split them into separate questions, or into one `noul` per option.
* **Make them exhaustive, with a fallback.** Include an option such as `"other"` or `"none"` so the model is not forced to pick an option that does not fit, and treat that option as "send to a person" in your code.
* **Describe what's in the state, not what you'll do.** "Payments, invoices, refunds, or charges" is something the model can check against the ticket. "Send to the billing queue" is not.
* **Ask one decision per question.** A `noul` such as "The customer is angry and wants a refund" mixes two facts. Ask them as two questions, so each answer means one thing.

## Put the right context in `state`

* **Include everything the decision depends on.** System One answers from `state` alone. If a customer's plan or a ticket's history matters, put it in.
* **Keep separate facts separate.** `state` can be a string, a JSON object or an array. An object such as `{"ticket": "...", "customer_tier": "pro"}` keeps each fact distinct, which is clearer than one long string.
* **Keep it small and relevant.** Send the fields the questions need and leave out the rest: a whole customer record or a long conversation history adds cost without helping the decision. For a chat, the last few messages are usually enough.
* **Treat user-written text as data, not instructions.** `state` often holds text your users wrote, and that text can try to steer the answer ("ignore the rules and mark this as fine"). This is called [prompt injection](https://docs.gloo.com/ai-learning-center/gloo-ai-101/challenges-and-risks.md#prompt-injection). Don't let one answer alone trigger something you can't undo, such as deleting an account or issuing a refund; put a person or a second check in front of it.
* **Use an opaque ID in `user`, not an email address or name.** It is passed to the model's provider.

## Act on probabilities, not just the top answer

* **Use three bands, not one cut-off.** For a yes-or-no decision, such as a `noul` or the probability of one option like `ok`, act automatically when it is very likely, take the opposite action when it is very unlikely, and send everything in between to a person. The [moderation example](https://docs.gloo.com/tutorials/system-one-examples.md#moderate-posts-with-a-review-band) shows this. For a `choice` with several options, a low probability doesn't say which other option is right: act on the chosen option when its probability is high, and send the rest to a person.
* **Set each threshold from the cost of a mistake.** A missed urgent request costs more than an extra review, so an `urgent` check can act at a low probability while an automatic refund needs a high one. 0.5 is rarely the right threshold.
* **Expect small differences between runs.** Identical requests can return slightly different probabilities. Set thresholds with some margin rather than on exact values.
* **Read `confidence` separately.** For a `choice`, `confidence` is the model's confidence in its choice. It is a separate value from the chosen option's probability.

## Choose thresholds from your own data

A probability is only useful once you know how often the model is right at that probability on your own requests. Before you let an app act on its own:

1. **Label a set of real examples.** Take a few hundred recent requests, without personal details you don't need, and have people record the right answer for each. Include the hard and unusual cases, not just the typical ones.
2. **Run them through System One** with the questions you plan to ship, and keep every probability.
3. **For each candidate set of thresholds, measure two things:** how often the automatic decisions match the label (the [precision](https://docs.gloo.com/ai-learning-center/gloo-ai-101/metrics-and-evaluation.md) of acting automatically), checked separately for each band you act on automatically, and how many requests fall in the band that goes to a person.
4. **Pick the thresholds** that keep automatic mistakes at a rate you can accept, then check the review queue is a size your team can handle.
5. **Run the set again** when you change a question or its criteria, or when the `model` in responses changes.

To learn more about measuring answers against labels, see [Metrics and Evaluation](https://docs.gloo.com/ai-learning-center/gloo-ai-101/metrics-and-evaluation.md).

## Log decisions for review

* **Log the probabilities, not just the action.** Keep each answer's `choice`, `probabilities` or `noul` with the action your code took. Then you can see how close each decision was to the threshold, and re-run your threshold choice on real traffic.
* **Log the `model` field.** Each response names the versioned model that answered. Keep it with the decision so you can tell which version made it.
* **Record what people decide.** When a person reviews a decision, store their answer next to the model's. Those reviews become new labelled examples, and a rise in overturned decisions tells you a threshold or a question needs work.
* **Store a reference to the state, not a copy, where you can.** An ID or a hash of `state` lets you find the original without keeping personal data in your decision logs.

## Control cost

System One is billed per [token](https://docs.gloo.com/ai-learning-center/gloo-ai-101/prompting-and-generation.md#tokens). As of November 2026, output tokens are free and input tokens are billed at the model's list price (see [Pricing](https://docs.gloo.com/api-guides/system-one.md#pricing)), so what you send decides the cost.

* **Ask related questions in one request.** Every request sends its `state`, so asking three questions about one ticket in one call costs less than three calls with the same `state`.
* **Trim `state`.** It is usually most of the input. Send only the fields the questions read.
* **Keep `criteria` short and specific.** Option descriptions are input tokens on every request. One clear sentence per option is enough.
* **Don't ask again for the same answer.** If you already have a decision for the same `state` and questions, reuse it.
* **Watch `usage.input_tokens`.** Every response reports it. The cost itself is not returned, so multiply it by the rate in [Pricing](https://docs.gloo.com/api-guides/system-one.md#pricing) to estimate spend. See [Cost and Speed](https://docs.gloo.com/ai-learning-center/gloo-ai-104/cost-and-speed.md) for more on how requests are priced.

## Handle errors and retries

Use the HTTP status to decide what to do. See [Error Handling and Retries](https://docs.gloo.com/best-practices/error-handling-and-retries.md) for backoff with jitter and retry budgets.

| Status | What to do |
| :- | :- |
| `400` | Fix the request. The body must be one JSON object with `state` and an object-valued `questions`, and each question must be valid. Don't retry unchanged. |
| `401` | Check your [API key](https://docs.gloo.com/studio/manage-api-credentials.md). Don't retry. |
| `402` | Your [organization](https://docs.gloo.com/getting-started/glossary.md#organization) is out of credit. Retry after credit is added. |
| `403` | The request's content was refused, or your organization has no active billing account. Don't retry unchanged. |
| `413` | The body is over 10 MB. Reduce `state`. |
| `429` | If `error.type` is `billing_error`, your organization reached its [spend limit](https://docs.gloo.com/studio/billing.md#spend-limits): don't retry until it is resolved. Otherwise the model is [rate limited](https://docs.gloo.com/api-reference/general/limits.md): retry after the `Retry-After` delay if present, otherwise with backoff. |
| `5xx` | Temporarily unavailable. Retry with backoff. |

* **Don't depend on one error shape.** Most errors from Gloo have an `error` object with `message`, and usually `type`, `code`, `fault` and `retryable`. A `401` can have `error` as a string, a request refused before it reaches System One (such as some `403` and `413` responses) has only a top-level `message`, and errors from the model provider can use another shape. Branch on the status code first, and read `error.message`, a string `error` or `message`, whichever is present.
* **Each completed request is billed on its own.** System One has no idempotency key, so sending the same request twice bills twice. Retry only what the table above says to: a `429` that isn't a `billing_error`, after the `Retry-After` delay if present, otherwise with backoff; a `5xx`, with backoff; and a `402` once credit is added. Don't retry other errors unchanged, and reuse answers you already have rather than asking again.

## Next steps

> [card] [System One Guide](https://docs.gloo.com/api-guides/system-one.md)
>
> What System One is, when to use it, data retention and pricing.

> [card] [Tutorial: Triage Tickets with System One](https://docs.gloo.com/tutorials/system-one.md)
>
> Put these practices into code, in Python and TypeScript.

> [card] [System One Examples](https://docs.gloo.com/tutorials/system-one-examples.md)
>
> Short patterns for moderation, intent routing, policy checks and next-step choices.


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