Intelligent triage

Triage reads each new customer message and records its intent, sentiment and language. Open Settings → Workflows → Triage to enable it. The workspace's selected AI service supplies the model; triage shares the daily automatic AI request and spend ceilings. The starter intents cover refunds, shipping, billing, bug reports and how-to questions. Rename them, add intents or turn off Active to retire an intent while keeping its history.

A ticket is saved before any model request starts. Its Intelligent triage panel shows each prediction, its confidence and the exact customer words used as evidence. A missing service key, failed request or invalid evidence leaves the fields empty and shows why. Interrupted paid requests are never repeated. A new customer message clears the previous fields while its classification is pending. Historical imports do not start model requests.

Set a confidence threshold and a default queue. When triage finishes below the threshold or cannot run, a ticket that no teammate or rule has assigned or queued moves to that queue once. A teammate's later queue or assignee choice is kept. Routing rules that do not use a triage field run as soon as the ticket arrives, whatever the model is doing. A rule that uses a triage field acts only on a confident prediction for the latest customer message, and is checked again when triage finishes. A retired intent cannot route new tickets. Triage starts with intent routing off.

Operators use Operator correction in the ticket panel to label intent, sentiment or language. A confirmation can use the same value as the prediction. Every label records the teammate and time; the original prediction stays visible. The accuracy table compares the latest intent label for each prediction with the original model result. It shows correct and total labels for each labeled intent; an intent without labels has no measured accuracy. These measurements describe your labeled examples, not every ticket or independently qualified model quality.

Before enabling Use predictions for routing, a lead must have intent labels, review this table and explicitly confirm the review. Create an assignment rule in Workflows → Rules using the Intent ticket field. The same fields can filter saved views and reports. For a priority rule that responds when triage finishes, use a Changed event with the Triage sentiment field. Confidence and quoted evidence are also available as ticket fields. The intent field stores stable intent IDs, so renaming an intent keeps existing rules and history connected.

Owners and admins with settings permission manage triage. The collaborator role can read it but cannot change settings or correct predictions. Contact erasure removes predictions, quotes, labels and queued work. rer export and import carry triage settings, predictions and labels; restored model work is marked unavailable and intent routing is turned off until a lead enables it again. The security log records settings, routing approval, classification and corrections without copying customer words into the log.