Every inbound touchpoint caught, classified, and routed — automatically.
An AI triage system that ingests across all channels — website forms, Google reviews, text messages, phone calls, emails — classifies each by urgency, and routes to the right person or queue in real time.
Most businesses are losing inbound from too many directions at once. A Google review goes unresponded to for days. An after-hours SMS sits in an inbox. A contact form submission reaches a generic email nobody checks. A phone call after hours goes to voicemail. Each channel has its own missed-response problem, and no single person or process is watching all of them.
The Business Triage Agent ingests across ALL channels — website form submissions, Google review posts, inbound SMS, inbound phone calls (transcribed), inbound emails. Each item is classified by urgency using AI: a broken furnace call is not the same as a quote request, and a one-star Google review is not the same as a product question. Urgent items route to on-call staff immediately via SMS or Slack with full context from the original touchpoint. Non-urgent items queue in a dashboard for next-business-day follow-up.
An optional app or web UI surfaces the full triage queue with status, channel, urgency tier, and response history. Auto-response templates can acknowledge the customer immediately regardless of channel. Daily digest summarizes overnight volume for staff arriving in the morning. Supports multi-business configurations for operators managing more than one location.
Capabilities
- 01
Cross-channel ingest
Receives touchpoints from website forms, Google reviews, inbound SMS, transcribed phone calls, and email through a single intake layer.
- 02
AI urgency classification
Evaluates each item for urgency based on content signals — service type, sentiment, channel, and language — and assigns a priority tier that drives routing.
- 03
Intelligent routing rules per channel
Applies different routing logic per channel — a Google review may trigger a response workflow while an urgent SMS triggers an on-call page.
- 04
On-call staff escalation
Routes urgent items immediately to designated on-call staff via SMS, Slack, or phone escalation with full context from the original touchpoint.
- 05
Dashboard UI for triage queue
Optional web interface surfaces the full queue with urgency tier, channel, contact data, and response status — replacing inbox-hunting across multiple platforms.
- 06
Auto-response templates
Sends immediate acknowledgment responses to customers by channel, confirming receipt and setting expectations — reducing the silence that drives customers to competitors.
- 07
Multi-business support
Supports operators managing multiple locations or business units with per-business routing rules and separate queues.
How it works
- 01
Multi-channel intake
The agent monitors all configured channels — forms, reviews, SMS, calls, email — and routes every inbound item through a single classification layer.
- 02
Urgency classification
AI evaluates each item against configured urgency criteria, assigning a priority tier: urgent, standard, or informational.
- 03
Immediate customer acknowledgment
An auto-response goes to the customer by channel confirming receipt and setting response timing expectations.
- 04
Routing and escalation
Urgent items route immediately to on-call staff with full context. Non-urgent items enter the dashboard queue for next-business-day handling.
- 05
Digest and reporting
All interactions are logged. A morning digest compiles overnight volume with status and priority summary for staff arriving at the start of the day.
Inputs & Outputs
What it takes in
- Website form webhookWebhook / form API
- Google Business Profile review notificationsGoogle API
- Inbound SMS inbox connectionTwilio / VoIP API
- Inbound phone calls (for transcription)Twilio / VoIP integration
- Inbound email connectionIMAP / API
- Urgency classification criteriaConfiguration
- On-call contact roster and escalation rulesConfiguration
What it sends out
- Urgent routing notification to on-call staffSMS / Slack / phone escalation
- Priority-tagged dashboard queue itemsWeb UI / API
- Auto-response acknowledgment to customerSMS / email / review reply
- Daily digest of overnight volumeEmail / Slack
- Interaction log with urgency tiers and timestampsDashboard / CSV
Use cases
Use this when your team is missing inbound from too many channels — forms, reviews, texts, calls, and email all creating separate blind spots.
Use this when after-hours coverage is inconsistent — some nights urgent items get caught, some nights they don't.
Use this when urgent leads sit in inboxes for hours before anyone responds and you know competitors are calling them back first.
Use this when on-call staff are being paged for everything because there's no classification layer in front of the escalation.
Use this when you want a logged, centralized record of every inbound touchpoint across all channels.
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Revenue & MarketingWant every inbound touchpoint caught and classified automatically?
Preisser Solutions configures the triage agent across your channel stack and on-call structure. The first conversation covers where inbound is currently slipping through.
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