---
title: Triage & routing agents | AI Agent Builders by GammaDX
description: Every enquiry classified, enriched and sent to the right owner.
canonical: https://aiagentbuilders.com.au/agents/triage-routing
site: AI Agent Builders by GammaDX
---

# Triage & routing agents

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.

- Replaces: shared-inbox triage
- Cadence: On arrival
- Human review: Low confidence
- Inputs: Email, Web forms, CRM record
- Outputs: Owner queue, Human review

## How it works

### 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.

## Typical connections

- **Inbound**: Email · Forms · Chat
- **CRM**: Dynamics 365 · Salesforce · HubSpot
- **Work queues**: ServiceNow · Zendesk · Jira
- **Escalation**: Teams · Slack · Email

## Next step

Bring your routing rules and sample enquiries. Email hello@gammadx.com.au.