> ## Documentation Index
> Fetch the complete documentation index at: https://guides.robylon.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Create a Triage (Master) AI Agent

> A Triage Agent (aka Master Agent) acts as a smart router. It analyzes each incoming ticket/chat, applies priority-based rules, and hands off to the right Sub-Agent for expert handling—rather than solving the issue itself.

## Key Concepts

### **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.

### **Sub-Agents**

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

### **Custom Instructions**

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

### **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**.

<Mermaid>
  flowchart TD A\[Incoming request] --> B\[Priority 0: Pre-checks] B -->|Non-operational country| X\[Auto-response / Close] B -->|OK| C\[Priority 1: Detect intent] C -->|High confidence| D\[Map to sub-agent] C -->|Low/None| E\[Priority 2: Keyword/Tag fallback] E -->|Found| D E -->|Not found| F\[Fallback: General agent or human review] D --> G\[Handover to Sub-Agent]
</Mermaid>

***

## Step-by-Step: Create the Triage Agent

<Steps>
  <Step title="Define Your Sub-Agents">
    Ensure specialized agents exist (e.g., **Order Status**, **Withdrawals**, **Refund**). Each should have a clear scope, inputs, and tools.
  </Step>

  <Step title="Create the Triage Agent">
    Navigate to **AI Agents** → click **Add Agent** → name it (e.g., **Master Triage Agent**) → select **Create Agent**.
  </Step>

  <Step title="Attach Tools (Optional but Recommended)">
    Add lookups you’ll reference in rules (e.g., **country check**, **order lookup**, **subscription status**).
  </Step>

  <Step title="Write the Custom Instructions">
    Provide a **role**, **process**, **priority rules**, **routing map**, and a **final fallback**.
  </Step>

  <Step title="Save & Publish">
    Save, test with sandbox cases, then publish to production when stable.
  </Step>
</Steps>

***