Triage Agent

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).

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.

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]

Step-by-Step: Create the Triage Agent