Support Triage Agent
Paste your support queue and the agent tags, prioritises and drafts a reply for every message — and flags what needs a human.
01 · The opportunity
What it set out to solve
Support inboxes are a firehose. Most of it is repetitive, some of it is on fire, and a small team burns hours sorting the two. The cost isn't the replies — it's the triage.
02 · The approach
How I thought about it
I built it as an agent with one job: read the queue, classify each message, score urgency, decide human-vs-auto, and draft a reply. The team sees a ranked list and only touches what needs judgment.
03 · What I built
- Paste-in queue (or a realistic sample), one message per line
- Auto-classification: billing, bug, delivery, how-to, sales, feature
- Priority scoring (P1–P3) with the urgent, angry ones surfaced first
- Human-vs-auto routing and a drafted reply for each message
- A summary: how many need you now vs can be auto-handled
04 · The result
What changed
A working triage agent that turns a messy inbox into a ranked, drafted queue in a second — the kind of ops agent I wire into a client's real support stack.
Triage a live queue.
Paste a support queue (or use the sample) and watch the agent tag, prioritise and draft a reply for every message — and tell you what needs you first. All in your browser.
Incoming messages
One message per line. Use the sample or paste your own support queue.
The agent will tag, prioritise and draft a reply for every message — and tell you what actually needs you.
05 · Decisions & trade-offs
The questions I'd get asked about this, and my answers
How is priority decided?
By category plus signal words — a billing complaint with 'still charged', or a delivery that 'never arrived', jumps to P1, while a how-to or feature request sits at P3. In production the same rules back a live LLM classifier so it also catches what the keywords miss.
Would it auto-send replies?
Only where you let it. The safe default is draft-and-queue for a human tap; low-risk categories (how-to, acknowledgements) can be set to auto-send. You choose the line between speed and control.