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Key Concepts

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Triage Agent (Master Agent)

A high-level orchestrator that reads incoming data, follows rule-based Custom Instructions, and routes the task to a Sub-Agent.

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Sub-Agents

Specialized agents for domains such as Billing, Technical Support, Account Management, or Sales. Each owns a narrow scope and clear success criteria.

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Custom Instructions

The agent’s “playbook.” A detailed, step-by-step prompt that defines priorities, checks, and handover rules.

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Tools

External functions/APIs the agent can call to make better routing decisions (e.g., check country, lookup order, subscription status).

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How the Triage Process Works

  1. Initial Analysis — Parse subject, description, user data, tags, and variables.
  2. Priority-Based Checks — Execute checks in order:
    • Priority 0: Pre-qualification & Filtering (e.g., non-operational country → send policy message & close).
    • Priority 1: Intent Identification (e.g., password_reset, billing_dispute, product_feature_question).
    • Priority 2: Keyword/Tag Fallback when intent confidence is low.
  3. Routing — Map intent (or fallback outcome) to a Sub-Agent and handover.
  4. Exception/Fallback — If nothing matches, route to General Queries or flag for human review.

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Step-by-Step: Create the Triage Agent

1

Define Your Sub-Agents

Ensure specialized agents exist (e.g., Order Status, Withdrawals, Refund). Each should have a clear scope, inputs, and tools.
2

Create the Triage Agent

Navigate to AI Agents → click Add Agent → name it (e.g., Master Triage Agent) → select Create Agent.
3

Attach Tools (Optional but Recommended)

Add lookups you’ll reference in rules (e.g., country check, order lookup, subscription status).
4

Write the Custom Instructions

Provide a role, process, priority rules, routing map, and a final fallback.
5

Save & Publish

Save, test with sandbox cases, then publish to production when stable.