> ## Documentation Index
> Fetch the complete documentation index at: https://docs.myfundingmachine.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support triage

> Sort a support message by department and urgency, flag refund requests, and hold anything that contains a password or login details.

Support triage reads one support message and answers four questions about it: which
department it belongs to, whether it is urgent, whether it asks for a refund, and whether
it contains a password, login details, or other secret. It does not reply, forward, or
change anything.

<Info>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.</Info>

## 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.

<Note>Turning this feature on or off is an account-level change, so it is limited to account admins.</Note>


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