conversation-triage

Conversation triage

Surface the customer conversations a teammate should follow up on, and make each one actionable.

Before you start

• Call list_scenarios to resolve the Agent. One Agent -> use it; else ask.
• Default window: the last 7 days.

Steps

1. Use get_insights with insight_type="flagged" for the conversations the AI escalated for the team to review. NOTE: this tool is NOT date-filtered — it returns the most recent matches across all time, so filter by timestamp yourself for the window and page with next_cursor if needed.
2. Use list_conversations with resolution_status="open" plus start_date/end_date for the window to find open conversations.
3. Open get_conversation_detail on the most important few to read the transcript, see what happened, and note any negative rating the customer left.
4. Cross-reference: a conversation that is both escalated and unresolved is the top priority.

Guardrails

• This connection can READ conversations but cannot resolve, reassign, or change the status of a conversation over MCP. Never claim to have changed a conversation's status — recommend the next step and tell the user to take it in the Quickchat Inbox.

Output

A prioritized list, most important first. For each: the customer's request in one line, why it is on the list (unresolved or escalated for review), any negative rating it received, and a suggested next step. End with the single top item to handle first.