Triage is the most automatable part of support and the least interesting to do by hand. Describe your categories, priorities and escalation rules once, and the agent applies them to every incoming request.
Category, priority, owner, first reply
Nothing customer-facing sends unreviewed
Every triage decision is reconstructable
It reads the request, decides what kind of issue it is, how urgent it is, and who should own it — then either drafts a reply or hands it straight to a human with its reasoning attached.
"You triage inbound support requests for a B2B SaaS team. Classify each as billing, bug, how-to, or access. Anything mentioning data loss, a security concern, or a cancellation is priority one and goes to a human immediately with a summary. For how-to questions, draft a reply using our help docs and cite the article. Never promise a refund, a timeline, or a fix date."
Triage decisions are cheap to reverse; customer-facing replies are not. Keep drafting automatic and sending gated until you trust the pattern.
It's a working triage brief. Adjust the categories to yours and run it against real requests.
Track the share of requests classified correctly, how often a human overrides the priority, and how much of the first reply survives editing. Those three numbers tell you whether to widen the agent's remit or tighten the brief.
Google Workspace is connected today, so email-based triage works now. Slack, Zendesk and Jira triage arrive with those integrations — you can register interest on each app page and we'll tell you when it's live.
Accuracy depends on how specific your categories and escalation rules are, not on the model alone. Start with four or five clear categories, review the activity log for the first week, and tighten the brief where you disagree with it.
It can draft immediately and send only if you allow it. Most teams keep sending behind the approval queue until the drafts stop needing edits.
Escalation rules in the brief take precedence over everything else. Anything matching them — data loss, security, cancellation — goes to a human with a summary instead of being handled by the agent.
Email-based triage works now through the live Google Workspace integration. Slack, Zendesk and Jira triage ship with those integrations, which are in build.
Free to start. No credit card, no setup calls, no engineering ticket.