Sort and route requests

Incoming requests arrive as unstructured text and have to come out as a category, a priority, and an owner. This walkthrough builds a dedicated assistant that does that classification the same way every time.

1. Build a triage assistant

1. Create a knowledge collection holding your triage guidelines and routing logic.
2. Create a dedicated Triage assistant and link that collection to it.
3. Give it a system prompt that tells it to classify each ticket by category and priority, identify the recommended owner, and return a structured summary.

Because the rules live in the assistant, anyone triaging gets consistent output without remembering the prompt.

2. Run a request through it

Open a new chat and select the Triage assistant. Paste the ticket content straight into the chat — from a support email, for example — or attach a file with the + menu if the tickets come in a more structured format.

3. Check and adjust

Review the output: ticket summary, category, priority, and recommended owner. If a classification looks wrong, say so in a follow-up, or edit your original message to re-submit it with more context.

4. Route it

Copy the triage summary and pass it to the right people — or paste it into the owning team’s shared conversation so the handoff and the reasoning arrive together.

Keep sensitive details out of routed summaries

Attach a guardrail pack to the triage assistant to catch sensitive information before it reaches a summary that gets forwarded onward.