Using AI Triage for Inbound Messages

StretchCRM includes an optional AI triage feature that reads a piece of inbound text — a lead note, an inbound message, or a ticket body — and returns a structured assessment you can act on immediately. Like everything in StretchCRM's intelligence layer, it's a read‑only enrichment that fails safe.

What AI triage does

Give it a message, and AI triage returns a structured triage object:

• Intent — what the message is about: sales inquiry, support request, complaint, billing, or other.
• Priority — how urgent it is: low, medium, high, or urgent.
• Sentiment — the tone: positive, neutral, or negative.
• Summary — a concise recap of the message.
• Next action — a concrete recommended next step.
• Tags — a few keywords for routing and search.

This lets you triage an inbox at a glance: route sales inquiries to a rep, escalate an urgent complaint, and file a billing question to the right queue — without reading every word first.

How it stays safe

AI triage is deliberately conservative:

• It's read‑only. Triage analyzes text and returns a suggestion. It does not create, edit, or delete any records on its own.
• It fails safe. AI triage is a flag‑gated capability. If it's turned off for your organization, or the model is temporarily unavailable, StretchCRM simply behaves as if the feature isn't there — nothing breaks, and no partial results are forced.
• It doesn't read your stored data. Triage works on the text you give it, so it can't leak information across records or organizations.

Using AI triage

1. Copy the inbound message you want to assess — for example, an email a prospect sent or the body of a new ticket.
2. Open AI triage (where enabled in your workspace) and paste the text.
3. Run the analysis. You'll get back the structured triage: intent, priority, sentiment, summary, next action, and tags.
4. Act on the suggestion. For a sales inquiry, create a contact and a deal; for a support request, open a ticket at the suggested priority; for a complaint, escalate to an owner.

A worked example

You receive this message: "We've been trying to export our reports for two days and it keeps failing. This is really holding up our board meeting — can someone help ASAP?"

AI triage returns:

• Intent: support_request
• Priority: urgent
• Sentiment: negative
• Summary: Customer can't export reports; it's blocking a board meeting and they need urgent help.
• Next action: Open a high‑priority support ticket and reply within the hour with a workaround or ETA.
• Tags: exports, reporting, urgent

Acting on it, you create a ticket titled "Report export failing," set priority urgent, attach the customer's contact and company, and reply immediately — turning a stressed message into a handled request in under a minute.

Tips

• Paste the full message. The more complete the text, the sharper the triage. Include the subject line and body.
• Use the tags for routing. They're a quick way to categorize and later search inbound volume.
• Trust but verify priority. Triage is a strong first pass; confirm urgent against your own SLA before you escalate.
• Combine with tickets and deals. Triage tells you what kind of request it is; StretchCRM's tickets and deals are where you handle it.

Troubleshooting

AI triage returns nothing / says it's disabled. The feature is flag‑gated and may not be enabled for your organization, or the model may be temporarily unready. When that's the case, triage returns a disabled response by design — check with your administrator about enabling it.

I pasted an empty message and got no analysis. Triage needs actual text to analyze. Paste a non‑empty message and try again.

The suggested priority seems off. Triage is advisory. It's a fast first read, not a policy decision — apply your own judgment and SLA before escalating or de‑prioritizing.