Agent build · triage & routing
Every enquiry classified, enriched and sent to the right owner.
A triage agent reads inbound work, checks the CRM record, applies your categories and routes each item. Anything uncertain goes to a person instead of the wrong queue.
Scope this buildTypical build
4 weeks
Runs
On arrival
Human review
Low confidence
New platforms
None
What it does from day one
Defined steps, every run, logged
It reads the whole enquiry
Message, attachments, source and known customer context are assessed together.
It applies your categories
Routing follows the taxonomy and ownership model your team already uses.
It shows why
Every classification carries evidence, confidence and an escalation path.
What it connects to
If a system has an API and an owner who will grant access, we can connect it. Where one does not, we say so in scoping rather than after.
Governance on this build
Audit trail
Every run, input, decision and confidence score is written to a log your team can query.
Human in the loop
Defined thresholds decide what the agent does alone and what goes to a named person.
Data boundaries
Your data stays in your tenancy. Access is scoped, logged and revocable per system.
Cost control
Usage budgets and alerts are set per agent, making spend visible before it drifts.
Bring your routing rules and sample enquiries.
We will map which steps an agent should handle, which need a person and what the build would take. An engineer is in the room, not a salesperson.
What we will ask you