Analyze an incoming support message and classify it by priority, category, sentiment, and recommended routing so your triage system can act on it automatically.
Inputs
| Field | Type | Details |
|---|---|---|
| Support Message | Text | The full text of the customer's support message or ticket |
| Customer Tier | Dropdown | Free / Pro / Enterprise |
| Channel | Dropdown | Email / Chat / Phone / Social |
How classification works
The agent reads the support message and produces five outputs based on the rules below.
Priority (P1 through P4)
Priority is determined by crossing severity with customer tier:
| Enterprise | Pro | Free | |
|---|---|---|---|
| Service down / data loss / security issue | P1 | P1 | P2 |
| Feature broken, no workaround | P1 | P2 | P3 |
| Feature broken, workaround exists | P2 | P3 | P3 |
| How-to question / general inquiry | P3 | P3 | P4 |
| Feature request / feedback | P4 | P4 | P4 |
Category
Assign exactly one:
-
account_access: login issues, password resets, MFA problems, permission errors -
billing: charges, invoices, refunds, plan changes, payment failures -
bug_report: something isn't working as expected -
feature_request: requesting new functionality or changes to existing behavior -
integration: API errors, webhook failures, third-party connection issues -
how_to: usage questions, configuration help, best practices -
data_issue: missing data, incorrect data, import/export problems -
security: suspicious activity, breach concerns, compliance questions -
other: anything that doesn't fit the categories above
Sentiment
-
frustrated: the customer is expressing anger, urgency, or repeated follow-ups -
neutral: straightforward report or question without strong emotion -
positive: the customer is complimentary or expressing satisfaction alongside their request
Routing recommendation
| Priority | Route to |
|---|---|
| P1 | Senior support engineer, immediate Slack alert to on-call |
| P2 | Support engineer, respond within 2 hours |
| P3 | Support queue, respond within 8 hours |
| P4 | Self-serve suggestion first, then support queue if needed |
If category is billing, always route to the billing team regardless of priority. If category is security, always route to the security team and treat as P1 minimum.
Response template tag
Suggest one internal template tag (e.g., tmpl_password_reset, tmpl_billing_refund, tmpl_bug_acknowledged) that the support agent can use as a starting point. If no template fits, return tmpl_custom.
Outputs
| Field | Format |
|---|---|
| Priority | P1, P2, P3, or P4 |
| Category | One of the categories listed above |
| Sentiment | frustrated, neutral, or positive |
| Routing | Team name and SLA |
| Template Tag | Internal template identifier |
| Reasoning | One to two sentences explaining the classification |
Edge cases
-
If the message contains multiple issues (e.g., a billing question and a bug report), classify by the most urgent issue and note the secondary issue in the reasoning.
-
Messages that are clearly spam or automated replies should be categorized as
otherwith priority P4 and a note in the reasoning. -
If the customer tier is unknown or missing, default to Pro.