Triage
Workflows
Qualify before anyone answers: get the email, learn the topic, route to the right place — before the first human minute is spent.
What it is
A workflow runs at the start of a new conversation, before anyone answers. Collect steps ask for an email or an order number — validated, so a malformed email never lands as one. Choice steps show buttons, and each button can branch to a different follow-up. When the visitor finishes, the flow acts: tag the conversation, assign it to a specific teammate or run your routing rules, and hand the thread to either the AI or a human.
Answers do double duty. Each one can stamp a contact attribute — email, name, or a custom field like topic — which is exactly what your routing rules match on, and the whole exchange lands as a compact internal note so whoever picks up the thread starts briefed. And it never traps anyone: a visitor can type past the flow at any point, and the answers they did give still arrive.
How you’d use it
SaaS team
“What do you need help with?” — Billing, Bug, How-to — as three buttons. The pick stamps a topic attribute, a routing rule sends billing to the person who owns invoicing, and the how-tos go to the AI, which answers from your articles. Nobody triages by reading anymore.
D2C brand
Every WISMO thread used to start with two questions before the real one: “what’s your order number?” and “what’s your email?” The workflow collects both up front — the agent opens the thread with the order id already sitting in a note, and answers in one message instead of three.
Pricing page
A conversation started on the pricing page asks for a work email and a team size before it reaches anyone. The visitors who answer are your warmest leads of the day — tagged, attributed, and assigned to whoever owns sales conversations.
Support lead
The qualification note at the top of every thread is the end of “can I get your email first?” — the small ritual that made every conversation thirty seconds slower and every customer slightly more tired. The humans start where the flow left off.
Get more out of it
Ask only what changes the routing
Every extra step costs completions. If no rule, no reply, and no report depends on the answer, cut the step — three questions that route beat six that get abandoned.
Prefer buttons to free text
A choice step comes back as one of the options you wrote — clean, matchable, typo-free. Stamp the pick onto an attribute and let a routing rule act on it; save free text for the things only the visitor knows.
Collect the identifier your team always asks for
Order number, workspace name, account email — whatever your agents request in their first reply, the flow should have already collected. That first back-and-forth is the cheapest response time you’ll ever save.
Choose the handoff deliberately
Hand to the AI when your articles cover the queue; hand to a human when they don’t. A human handoff holds the AI off the thread entirely until an agent hands it back — no bot interruptions mid-conversation.
Let the skip be a feature
Visitors can always type past the flow, and partial answers still land in the note. Resist the urge to force completion — the phone tree that couldn’t be escaped is the thing everyone hated about phone trees.
Let every conversation arrive qualified.
Your workspace takes about a minute to create — no sales call, no credit card.