01
Team
Send the message to an approved team or queue without inventing new labels.
06 / Triage
Inbox Triage
Give every incoming message a route, a priority and a clear answer to the question: does a person need to step in?
Inbox Triage
Queue decisionTeam 24
Priority 7
Escalation 3
Write the labels
Team·Priority12m
Score impact
Priority·Team28m
Watch repetition
Escalation·Team44m
The queue
Three decisions, one ticket
The useful output is not a paragraph. It is a small set of fields your help desk can act on immediately.
02
Priority
Use your own impact and urgency levels instead of relying on tone alone.
03
Escalation
Flag churn, money, safety or repeated-contact signals for a human.
Measurement
Measure triage before automating it
Review false routes, missed escalations and queue imbalance before changing the threshold.
Incoming ticketbilling · urgent · escalate
Write the labels
Describe each team and queue with examples that match your operation.
Score impact
Separate time pressure from the business impact of waiting.
Watch repetition
Repeated contacts and unresolved issues can change the escalation decision.
Keep a review path
Unknown or high-risk cases should not disappear into automation.
Triage a support ticket
Measure triage before automating it
Review false routes, missed escalations and queue imbalance before changing the threshold.
Triage a support ticket
POST /v1/triage{
"state": "Charged twice again. I already wrote last month and nobody replied.",
"questions": {
"team": { "type": "choice", "instructions": "Which team should handle this?", "criteria": { "billing": "payments and refunds", "technical": "product bugs", "account": "access and profile" } },
"priority": { "type": "score", "instructions": "How urgent is this?", "criteria": ["routine", "today", "urgent", "critical"] },
"escalate": { "type": "noul", "instructions": "Should a human review this now?" }
}
}FAQ
Questions about triage
Can I use my existing queue names?+
Yes. Define the options and their descriptions in the request instead of training a fixed label set.
Does tone determine priority?+
It should not. Include business impact, deadlines, account history and policy in the state.
Can the result update my help desk automatically?+
Your application can apply the typed result. Keep a review path for uncertain or high-impact tickets.
