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Decision chainCustomer support4 steps · 6 endpoints

Support inbox triage

Screen, route and prioritize every incoming support message, and hand refund requests to their own flow.

Scenario paths

Pick a predefined path to highlight it through the chain. No model is called; outcomes are illustrative.

Steps
  1. In-scope request check
  2. Support ticket routing
  3. Refund request detection
  4. Ticket urgency
Endpoints
What each endpoint means

  • Page the team's on-call · Human review

    A person is paged with the message and the team that owns it.

  • Team priority queue · Automated

    Placed at the top of the owning team's queue.

  • Team standard queue · Automated

    Placed in the owning team's normal queue.

  • Refund request resolution · Handoff

    Continues in the refund chain with the same message.

    Continues in Refund request resolution

  • General inbox · Automated

    Filed for a weekly sweep; no product team is interrupted.

  • Human triage · Human review

    A support lead reads it and routes it by hand.

Steps

  1. In-scope request checkNoulEntry

    Stop off-topic mail before a team choice is forced onto it.

    Question, inputs and notes

    Asks:Is this message asking for help with one of the products or services in `supported_products`?

    Receives

    • Inputmessage
    • Inputsupported_products
  2. Support ticket routingChoice

    Pick the owning team.

    Question, inputs and notes

    Asks:Which team should handle this support message?

    Receives

    Branches

    • Billing team: Billing messages are checked for a refund request first.
  3. Refund request detectionNoul

    Move refund requests out of the billing queue and into the refund flow.

    Question, inputs and notes

    Asks:Does the customer ask for money back, a refund, a reversed charge, or a credit for a payment?

    Receives

    Branches

    • No refund request, Unclear: Stays with billing; an agent can still offer a refund.
  4. Ticket urgencyScore

    Choose the queue inside the owning team.

    Question, inputs and notes

    Asks:How soon does this message need a response from the support team?

    Receives

About this chain

Goal and input

Every message ends in exactly one place: a team queue, on-call, the refund flow, a general inbox or a person.

The message as it arrived and the products your team supports.

subject
Email subject or form title.
message
The customer's message.
supported_products
Products or services your team covers.
How it runs
  • The scope, team, refund and urgency questions all read the same message, so they can be asked in one request. The chain shows how code combines the answers, not the order of API calls.
  • Every branch ends somewhere specific. Unclear and low-confidence answers have their own destination instead of being rounded to the nearest option.
Sources (4)

Primary documentation this chain builds on.