What it does
Use when a user mentions "AI inbox triage agent", "inbound conversation routing", "AI classify and route messages", or asks for related help. Inbound conversations (email, chat, form) hit an AI triage agent that classifies intent (sales / support / billing / partnership / spam) and routes via multi-split to the right team + drafts an appropriate first response. Replaces the manual 'who handles this?' loop.
You get
Workflow
Workflow produced by this recipe.
step
Workflow Step produced by this recipe.
How it works
Build the Triage Workflow
Create WorkflowCreate a workflow
AI Classification Step
configure_ai_research_stepConfigure AI step that classifies the inbound message into one of: sales-inquiry (interested in buying), support-question (existing customer issue), billing-question (payment/account), partnership (BD/integration), spam/non-actionable, or escalation-required (legal threat, security, abuse). Output: intent_label + confidence + extracted entities (mentioned products, mentioned competitors, urgency signals).
Multi-Split by Intent
configure_workflow_multi_split_stepConfigure multi-split routing into branches: sales-inquiry → AE task + sales-inbox; support-question → support queue (linked customer); billing-question → finance queue; partnership → BD task; spam → archive silently; escalation-required → on-call alert. Each branch gets the full message context attached.
Sales Branch: Match Sender
configure_find_records_stepOn the sales-inquiry branch: try to match sender
Sales Branch: AI-Draft Initial Reply
configure_write_with_ai_stepConfigure AI write step on the sales branch: draft a personalized initial reply acknowledging the inquiry, referencing any past interactions if matched, offering specific next steps (book a demo / talk to specialist / send pricing). Saved as draft on the AE task; AE reviews, edits if needed, sends. Reply-SLA target: 5 minutes from inbound.
Sales Branch: Create AE Task
configure_create_task_stepCreate AE task with: original message, AI classification + confidence, matched account/lead context, AI-drafted reply ready-to-send. Assign by territory or round-robin. Priority: HIGH for known accounts, MEDIUM for unknown. SLA: 5-minute first response.
Support Branch: Route to Support Queue
configure_create_task_stepOn the support-question branch: route to support queue with customer context (account tier, recent product usage, recent tickets). If customer is on a paid plan, flag as priority; if free-tier, route to FAQ-first response template.
Slack Alert for Edge Cases
configure_slack_stepConfigure Slack step that fires when AI classification confidence is below 60% OR when the message is escalation-required type. Posts to #ops-triage channel with the message and AI
Validate and Publish
publish_workflowValidate and publish. Monitor: classification accuracy (sample 5% of messages weekly, human-rates whether the AI got it right — target: 90%+), first-response SLA, mis-routed-message rate. Tune the AI prompts when accuracy dips.
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