Triage & routing
AI-assisted case triage — urgency, category, sentiment, and language — plus rule-based routing with a live editor, dry-run preview, and a 'why routed here?' decision ledger.
When a case arrives, Pact classifies it and puts it in front of the right person automatically. Triage runs on case creation and on every customer reply, so a case's priority and assignment stay current as the conversation evolves.
What triage classifies
Each triage pass produces:
- Urgency — mapped to a case priority of P1–P4 (urgent, high, normal, low).
- Category — used to drive routing (for example, Billing or Technical).
- Sentiment — the tone of the customer's message.
- Language — the detected language of the message.
Triage uses an AI classifier when your workspace has an AI provider configured, and falls back to a deterministic keyword classifier when it doesn't — so a case is always triaged, even with no BYOK key.
Re-triage only ever raises priority
When a customer replies and the case is re-classified, Pact only ever escalates priority — it will not silently downgrade a case an agent has already prioritized.
Routing
Once a case is classified, Pact resolves an assignment:
- Your routing rules — tenant-defined rules matched on category, urgency, and sentiment. An unset field on a rule acts as a wildcard, and rules are evaluated in the order you arrange them.
- Skill-based owner — a rule can route to the least-loaded qualified team member.
- Built-in default map — categories you haven't configured yet fall back to a sensible default (for example, Billing to Finance, Technical to Engineering).
- Unmatched — if nothing matches, the case stays unassigned in the queue rather than being dropped.
The assignee is notified, and a triaged event is written to the case timeline.
The live rule editor
You can create, edit, delete, and drag-to-reorder routing rules. Before you commit a change, use the dry-run preview to see where a hypothetical case would route under the current rules — no case is modified.
- 1
Open routing rules
Add rules matching on category, urgency, and/or sentiment, and set a target team, owner, or skill.
- 2
Order them
Drag rules into priority order — the first match wins.
- 3
Preview
Run the dry-run preview to confirm a sample case routes where you expect before saving.
"Why routed here?" and override analytics
Every automatic routing decision is recorded as an append-only snapshot of the features it was based on. This powers two things:
- A "why routed here?" panel on the case that explains the decision.
- Per-rule override analytics — when an agent manually reassigns a case, the override is recorded, so you can see which rules get overridden most and tune them.
Routing does not learn — yet
The decision ledger is instrumentation only. It records what happened; it does not feed a predictive or self-improving router. Routing is your rules plus the built-in default map, and it behaves the same way every time until you change a rule.