CUSTOMER SUPPORT
Outlook SLA Triage Agent + Auto-Classifier
An agent reads each incoming Outlook support email, classifies intent and urgency, sets the matching SLA tier, drafts a first-response acknowledgement for agent review.
How it runs
The automated pipeline, trigger to output.
- TriggerNew email in Outlook support mailboxOutlook
- ActionAgent classifies intent, urgency, and SLA tierOpenAI
- ActionDraft first-response acknowledgement in OutlookOutlook
- ActionLog triage decision + deadline to Airtable boardAirtable
- OutputAnnounce urgent threads to Slack triage channelSlack
What it does
This workflow puts an AI triage agent in front of the SLA clock. Rather than applying one flat deadline, it reads each new support email, classifies what it is about and how urgent it is, and assigns the SLA tier that fits. It also drafts a tailored first-response acknowledgement so an agent can reply within seconds, protecting first-response time on the hardest threads.
When to use it
Use it when inbound volume is high and mixed, and a uniform SLA either over-serves trivial mail or under-serves urgent issues. The agent does the judgment a human triager would, so the right clock starts on every thread and acknowledgements go out fast.
How it works
- 1A new Outlook support email triggers the run.
- 2The agent reads the message and classifies intent, sentiment, and urgency, then maps it to an SLA tier.
- 3It drafts a context-aware first-response acknowledgement as an Outlook draft for agent review and send.
- 4It logs the thread, classification, and SLA deadline to the Airtable breach-tracking board.
- 5Urgent classifications are announced to the support triage Slack channel for immediate pickup.
Set it up
What you configure once, before turning it on.
- 1Connect OutlookMail, calendar, contacts.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect AirtableBases, tables, views, automations.
- 4Connect SlackChannels, DMs, threads, mentions.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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