{"schemaVersion":"1.0","id":"noinfra/customer-service-triage","version":"1.0.0","reviewedAt":"2026-10-26","availability":"reference-guide","deployment":"Discuss setup and account eligibility with the founding team. This manifest is not an executable or purchasable template.","slug":"customer-service-triage","name":"Customer service triage","team":"Support operations","summary":"Organize incoming requests, prepare answers from approved knowledge and route exceptions to a person.","inputs":["Authorized support inbox or ticket queue","Reviewed knowledge articles and escalation policy","An owner for exceptions and approval of external replies"],"steps":["Read a new request and identify its topic and urgency.","Find the relevant approved answer and attach its source.","Draft a reply or explain why the evidence is insufficient.","Route sensitive, ambiguous or unsupported requests to the named owner; wait for approval before sending."],"approvals":"A support owner reviews external replies. Refunds, account changes and commitments require their own explicit permissions.","limits":"Do not invent a policy, refund promise or customer account fact. Supported source integrations and permissions are confirmed during setup.","sampleInput":{"synthetic":true,"ticket":"TICKET-DEMO-01","question":"Can I change my billing contact?","approvedSources":[]},"sampleOutput":{"synthetic":true,"ticket":"TICKET-DEMO-01","classification":"billing","state":"needs_human_review","reason":"No approved billing policy supplied","sent":false},"acceptance":["Draft answers cite approved sources.","Missing policy evidence produces escalation, not a guessed answer.","No refund or account change occurs without separate authorization.","Duplicate ticket events do not create duplicate replies."],"url":"https://noinfra.ai/workflows/customer-service-triage","requestDemo":"https://noinfra.ai/book-overview?source=workflow_customer_service_triage"}