AI support triage agent playbook
Use this playbook when support volume is growing and the team spends too much time reading repetitive requests, categorizing tickets, and asking for basic context.
What the automation needs
Step 1
Read and classify the request
Identify issue type, urgency, customer context, and whether the request matches approved answer categories.
Step 2
Ask for missing context
Collect order numbers, screenshots, account details, symptoms, or location only when needed to move the ticket forward.
Step 3
Answer approved questions
Send approved responses for simple, repetitive, low-risk questions where the knowledge base is clear.
Step 4
Update the ticket
Apply tags, priority, summary, customer context, and suggested next action so the queue is easier to scan.
Step 5
Escalate exceptions
Route billing, legal, angry customer, sensitive, urgent, or unclear requests to a human with a concise summary.
Guardrails
Metrics to track
Questions buyers ask before implementation
Should an AI support triage agent answer every ticket?
No. It should answer approved, low-risk requests and escalate sensitive, urgent, unusual, or high-impact cases to a human.
What makes support triage safe?
Safe triage uses approved knowledge, clear escalation rules, ticket logs, human review for exceptions, and no unrestricted access to sensitive systems.