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Recipe: Triage a support email with an evaluation agent
TL;DR: When a support email arrives, an evaluation agent picks the queue, scores urgency, and estimates whether it is a refund. A later step routes the ticket. The evaluation agent does not write the reply.
Who this is for
Support teams that sort incoming email before anyone drafts a reply.
What you'll need
- Connectors: Your helpdesk or shared inbox, Slack.
- Agent: An evaluation agent with questions for queue, refund, and urgency. See What is an evaluation agent?.
- Trigger: Webhook when a new email or ticket is created.
How to build it with Ask Ballet
- Open the Console on Home.
- Paste the prompt below and adjust the queue names and Slack channel.
- Review the proposed plan, confirm, and let Ballet build it.
- Connect the helpdesk and Slack when prompted.
Build a playbook that triggers when a new support email arrives.
Create an evaluation agent to classify it. The agent does not write the reply.
Questions: queue as a choice of billing, access, or other; refund as a boolean
for whether the sender wants a refund; urgency as a score of low, normal, or high.
Pass the subject and body. Do not send a prompt. Read the queue choice, the refund
probability, and the urgency score, and do not change a low confidence into another label.
Then route the ticket to the matching queue and post a summary to Slack #support-triage.
If the refund probability is high, wait for a person before anyone replies.
What the playbook does
- Webhook trigger — receives the new email.
- Evaluation agent — returns the queue, the refund probability, and the urgency.
- Route — sets the queue from the choice.
- Notify — posts the summary to Slack. A high refund probability waits for a person.
Variations and tips
- Add a product area as another choice if more than one team shares the inbox.
- Keep the customer reply as a later language step. Do not ask the evaluation agent to draft it.