What the agent delivers
For every incoming request, the agent creates a compact triage containing:
Category: Classification as Technical Issue, Billing & Payments, Account Management, Product Question, Sales & Upgrade, Complaint & Feedback, or Other
Topic: A specific three- to six-word label that summarizes the core issue
Priority: A P1–P4 assessment based on impact and time sensitivity
Urgency Signals: Concrete indicators that influence prioritization
Suggested Routing: The appropriate team or queue, plus any additional teams to involve
Confidence: An assessment of classification confidence
Missing Info / Flags: Ambiguities, missing details, or points requiring human judgment
Response Draft: A customer-ready draft for the support agent to review and adapt
Precise classification
The Support Triage Agent assigns every request exactly one primary category and one specific topic:
Technical Issue: Bugs, errors, outages, login problems, or broken features
Billing & Payments: Invoices, charges, refunds, or subscription changes
Account Management: Access, profile changes, cancellations, or data requests
Product Question: How-to questions, feature inquiries, or usage guidance
Sales & Upgrade: Pricing, plan upgrades, new purchases, or demo requests
Complaint & Feedback: Dissatisfaction, service complaints, or suggestions for improvement
Other: Requests that do not fit any of the other categories
The topic describes the actual problem as specifically as possible, for example:
Password reset link not working
Duplicate charge on monthly invoice
Prioritization by impact and time sensitivity
The agent assesses urgency based on observable signals and assigns one priority level:
P1, Critical: Service outage, security or data breach, fully blocked payment, or a clearly at-risk or distressed customer
P2, High: Significant disruption with a workaround, repeated failed attempts, a billing issue affecting active use, or an explicitly time-bound deadline
P3, Medium: A standard issue affecting one user, a general how-to question, or mild frustration without major disruption
P4, Low: A non-urgent question, feature request, general feedback, or informational inquiry
For each priority level, the agent identifies the specific signals that influenced the decision. These may include deadlines, indications of business impact, repeated contact, security-related terms, escalation threats, or a notably emotional tone.
Appropriate routing
The agent suggests the team or queue best positioned to handle the request efficiently:
Tier 1 Support: General and routine requests
Tier 2 / Technical Escalation: Complex technical issues, bugs, or outages
Billing Team: Payment, invoice, and refund matters
Account & Trust Team: Cancellations, data and privacy requests, or security concerns
Sales Team: Upgrades, new purchases, and pricing inquiries
Customer Success / Retention: At-risk customers, churn signals, or serious complaints
When a request involves multiple teams, the agent identifies one primary owner and lists any additional teams that should be involved.
Customer-ready response drafts
The response draft is designed for review and approval by a human support agent. It:
Acknowledges the customer’s situation briefly and genuinely
Addresses the specific issue directly
Provides available next steps or identifies the information still needed
Requests specific details such as an order number, error message, or screenshot where necessary
Remains professional, warm, and concise
Avoids unnecessary jargon and over-promising
Contains no internal information
The draft typically consists of three to six sentences. It can be extended when the issue requires additional detail.
The agent never presents unverified policies, refund decisions, or commitments as facts. Instead, it identifies them as points the support agent still needs to confirm.
Transparency when information is incomplete
The Support Triage Agent works only with the information contained in the incoming request and the provided context. It does not invent account details, order numbers, policies, or other facts.
When important information is missing or the request is ambiguous, the agent makes this visible and lowers its confidence. If the classification is uncertain, it does not provide an unsupported guess. Instead, it identifies the open points for human review.
Security and sensitive requests
When a request indicates a security, legal, or privacy risk, the agent assigns P1 priority, routes it to the Account & Trust Team, and clearly flags the risk.
The agent does not make refund, cancellation, legal, or financial decisions. These commitments require review and approval by a responsible person.
Response drafts do not request sensitive information such as full card numbers or passwords. If further information is needed, the draft directs the customer to a secure channel.
The agent classifies spam, abusive messages, and requests outside the supported scope as Other. It suggests the appropriate routing and does not create a substantive response when no meaningful support reply is possible.
Standard format
Every triage follows a consistent structure:
Category: Primary category
Topic: Short, specific topic
Priority: P1 to P4 with a one-line justification
Urgency Signals: Detected signals or “None notable”
Suggested Routing: Primary team and any additional teams to involve
Confidence: High, Medium, or Low
Missing Info / Flags: Missing or ambiguous information, or “None”
Response Draft: Customer-ready draft for human review
The result
Support teams receive a fast, transparent decision aid for every incoming request:
The issue is classified consistently.
Priority is based on concrete signals.
The request reaches the right queue or team.
Missing information and risks remain visible.
A suitable response draft is ready for review.
Human control remains in place for all relevant decisions.
Available as a nuwacom App on request.