inbox-triage

Inbox Triage

Automatically review and prioritize the support queue by analyzing open conversations, team availability, and workload distribution.

Workflow Modes

Quick Scan (default)

A fast overview of the inbox state. Fetches open conversations and groups them by urgency without reading individual message threads.

1. Fetch open conversations using list_conversations with status: "open"
2. Fetch team members using list_team_members to check availability
3. Group conversations by priority bucket (Critical, Needs Response, In Progress)
4. Present the summary with counts and top items per bucket

Deep Review

Reads into each unassigned or stale conversation to understand context and recommend specific actions.

1. Fetch open conversations using list_conversations with status: "open"
2. Fetch team members using list_team_members to check availability and current load
3. For each unassigned or high-priority conversation, use get_conversation to read the full message thread
4. Analyze sentiment, topic, and complexity of each conversation
5. Present a detailed prioritized summary with per-conversation action recommendations

Auto-Assign

Automatically assigns unassigned conversations to available agents based on workload and availability. Requires explicit user confirmation before executing assignments.

1. Fetch open conversations using list_conversations with status: "open"
2. Fetch team members using list_team_members to check availability, roles, and current assignment counts
3. For each unassigned conversation, determine the best agent match based on lowest current load and online status
4. Present the proposed assignment plan and ask the user to confirm
5. On confirmation, execute assignments using assign_conversation for each conversation
6. Report results: how many assigned, to whom, and any that could not be assigned

Prioritization Rules

• Critical: High priority AND unassigned, OR any conversation breaching the SLA threshold — needs immediate attention
• Needs Response: No activity for sla_threshold_hours (default: 4 hours) — going stale
• In Progress: Assigned and recently active — being handled
• Waiting on Customer: Agent responded, awaiting customer reply — monitor only