Customer & sales

Support triage

Assign a support queue and flag messages needing a response today.

For customer support and operations teams

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Try different inputs · Support triage

Load an input to edit it. Tokens are used only when you run it.

Normal input

Account-related symptoms can still belong in a technical queue.

Ambiguous input

An angry tone does not establish a blocked deadline or active incident.

Missing information

The affected feature and urgency are unknown; avoid inventing a deadline.

Questions2

choiceChoose a queue using the routing policy. A reported failure of an existing feature goes to technical, even when the feature involves accounts.⌄

Question

Answer options

Yes / NoDoes the message meet at least one condition in the supplied today-response policy? Do not use angry language alone as evidence of urgency.⌄

Question

Advanced: edit JSON

Edit or paste a question configuration.

[
  {
    "id": "team",
    "type": "choice",
    "instructions": "Choose a queue using the routing policy. A reported failure of an existing feature goes to technical, even when the feature involves accounts.",
    "options": [
      {
        "label": "technical",
        "description": "An existing product feature fails, returns an error, or produces incorrect results."
      },
      {
        "label": "billing",
        "description": "Charges, invoices, payment failures, or refunds."
      },
      {
        "label": "sales",
        "description": "Plan capabilities, pricing, or purchase evaluation."
      },
      {
        "label": "account",
        "description": "Identity, ownership, or permission administration without a reported product malfunction."
      },
      {
        "label": "unclear",
        "description": "The message lacks enough detail to determine a queue."
      }
    ]
  },
  {
    "id": "respond_today",
    "type": "noul",
    "instructions": "Does the message meet at least one condition in the supplied today-response policy? Do not use angry language alone as evidence of urgency.",
    "options": []
  }
]

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Results

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Probabilities express model confidence, not a guarantee of correctness.

Set up this template

Route by the actual issue and prioritize according to an explicit response policy.

What to provide

The customer message, team responsibilities, and a response policy with concrete deadlines or incident types.

Include the message, team responsibilities, and urgency policy.
Define what counts as time-sensitive rather than relying on tone.
Check the suggested team and whether a reply is needed today.

Outputs and rules

team · choice

The team responsible under the supplied routing rules.

Choose a queue using the routing policy. A reported failure of an existing feature goes to technical, even when the feature involves accounts.

technical: An existing product feature fails, returns an error, or produces incorrect results.
billing: Charges, invoices, payment failures, or refunds.
sales: Plan capabilities, pricing, or purchase evaluation.
account: Identity, ownership, or permission administration without a reported product malfunction.
unclear: The message lacks enough detail to determine a queue.

respond_today · Yes / No

Whether the message meets the explicit same-day response criteria.

Does the message meet at least one condition in the supplied today-response policy? Do not use angry language alone as evidence of urgency.

Try different inputs

Normal input

Account-related symptoms can still belong in a technical queue.

Routing: technical handles failures of existing features; billing handles charges and invoices; sales handles plan or purchase questions; account handles identity, access permissions, and account ownership requests without a reported product error. Response policy: Respond today when a task is blocked before a deadline within the next 24 hours, access is unavailable, or an active security or billing incident is reported. Frustration alone does not make a message urgent. Message: Our team can sign in, but inviting a new colleague gives an error. We have a training session tomorrow morning. They cannot access the training workspace until invited. Could you help?

Ambiguous input

An angry tone does not establish a blocked deadline or active incident.

Routing: technical handles failures of existing features; billing handles charges and invoices; sales handles plan or purchase questions; account handles identity, access permissions, and account ownership requests without a reported product error. Response policy: Respond today when a task is blocked before a deadline within the next 24 hours, access is unavailable, or an active security or billing incident is reported. Frustration alone does not make a message urgent. Message: I’m really frustrated with the new navigation. Please change it immediately; I can still find everything after a few clicks.

Missing information

The affected feature and urgency are unknown; avoid inventing a deadline.

Routing: technical handles failures of existing features; billing handles charges and invoices; sales handles plan or purchase questions; account handles identity, access permissions, and account ownership requests without a reported product error. Response policy: Respond today when a task is blocked before a deadline within the next 24 hours, access is unavailable, or an active security or billing incident is reported. Frustration alone does not make a message urgent. Message: I cannot get it to work. Can someone help?

Use the result

Add the suggested queue and urgency flag to the ticket. Let an agent confirm ownership and ask for missing details before promising a fix.

Limits to keep in mind

The result suggests who should handle the ticket and how soon to reply. It doesn’t assign the ticket, send a reply, or set a deadline for fixing the issue.