AI Agent Workflow
Agent summarises issue, detects sentiment, tags topic, suggests next step, routes to queue/owner, drafts first response.
View full workflowUrgency & Prioritisation Rules
Urgent if: 'system down'/'can't log in' + paying plan; SLA based on account tier; escalate if sentiment negative + repeats.
Example AI Conversation Prompts
Summarise top issues from last 7 days
Find urgent submissions needing response today
Draft replies for top 5 tickets
Group requests by topic
Identify repeat customers.