Give every new Thread a clear starting point.
AI triage assigns labels, priority, and team routing before a human opens the Thread.
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An example workflow in Protodesk
Threads that organize themselves
An incoming message can carry several signals: the customer’s question, its urgency, and the team best placed to help. AI triage prepares labels and priority so an agent starts with context. Use routing rules to turn that context into a team handoff, then inspect the reasoning in the Thread.
- Auto-labeling: built-in and custom labels
- Priority detection from urgency cues (VIP, outage, refund)
- Team routing via rules (label, channel, customer tier)
- Reasoning trace shown in-thread for transparency
Make sense of a busy incoming queue
A billing question and an urgent access problem arrive together. Give the team a useful starting point for deciding what needs attention.
- 1
Read the incoming signals
Use the message context to prepare labels and a suggested priority.
- 2
Route the work
Use routing rules to direct the conversation to the team best placed to handle it.
- 3
Review the reasoning
Inspect the AI activity in the Thread so the classification has context.
Triage is the beginning of the work
Labels and priority help organize an incoming request. The agent still needs to understand the conversation and decide how to respond.
Frequently asked questions
Try AI triage with your team
Start a 7-day Pro trial. Connect a channel, invite a teammate, and try it with your support workflow. No credit card required.