This is a Labs feature. It is visible to every account and off by default. Turn it on under Settings → Labs, or ask your agency admin to turn it on for you.
What the card turns on
With the card on, your account can run the triage check on a message. There is no new page or button yet; the check runs where a support message is handled and returns its result to whatever asked for it. Turn the card off and the check stops running for your account.What the check returns
- Department — one of billing, technical, processing, account, or other, with how confident the sorting was.
- Route — where the message should go next:
- Quarantine when the message looks like it contains a password, API key, one-time code, or a full Social Security number. Hold it out of the normal queue.
- Human review when the department is not clear enough to act on.
- Department otherwise.
- Priority — high when the message needs attention now, normal otherwise.
- Refund requested — whether the sender is asking for money back, whichever department the message goes to.
What is sent where
The message text and, when provided, the sender’s name or email are sent to our classification service to be sorted. Nothing else about the account or the client is included, and the service does not write anything back. Keep this in mind before running the check on a message that contains sensitive details; the quarantine route exists to catch exactly those messages.Turning this feature on or off is an account-level change, so it is limited to account admins.