Tier-1 triage agent

You’ll build an agent that takes inbound support email, answers the easy cases from your knowledge base, and routes the rest through a workflow to the right queue.

The plan

1. Create the triage agent
2. Give it your support knowledge base
3. Give it an inbox with agent mail
4. Route escalations with a workflow

Step 1 — Create the agent

Create an agent in Agents. In System instructions, define triage: resolve common how-to and account questions directly, and escalate billing, outages, or angry customers.

Step 2 — Add the knowledge base

Create a knowledge base of your help articles and macros, then attach it so first-line answers are accurate.

Step 3 — Give it an inbox

Publish the agent and add agent mail so inbound support email reaches it directly. Each message becomes a conversation it can answer or escalate.

Step 4 — Route escalations with a workflow

Build a workflow under Automation that takes the agent’s triage decision and routes escalations to the right team or system, using conditional logic on the category. Test the workflow before activating it.

Where to go next

• Ticket summarizer
• Help center Q&A bot
• Workflow overview