What is AI triage?
AI triage analyzes incoming support tickets, assigns labels, sets priority, and routes them to the right team within seconds of arrival.
1 min read
Quick answer
AI triage reads every inbound message, decides what it is about, how urgent it is, and who should handle it before the human opens the queue.
Signals AI triage uses
- Subject and message body
- Channel
- Customer metadata
- Conversation history
- Workspace labels and team rules
Frequently asked questions
No. It runs asynchronously, so the ticket still arrives even when AI is unavailable.
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