> `YOUR GRACE AGENCY  /  AUTOMATION LAUNCH KIT  /  WORKFLOW 04 OF 05`
>
> **AUTOMATE. DELIVER. EMPOWER.**
> *Create a calm, traceable path from incoming message to accountable response.*

# 04 — Support & Feedback Triage

**Outcome:** Requests arrive in one reviewable queue with the right priority, owner, and response path—without making an AI system the final decision-maker.

## Use when

You receive support questions, bug reports, feature requests, or client feedback through a form, inbox, community, or help desk.

## Workflow control card

| System detail | v1 decision |
| --- | --- |
| Primary signal | a new request enters a monitored support channel |
| Automation role | capture, categorize, prioritize, and draft safely |
| Human boundary | verify identity, decide remedies, and approve responses |
| Safe launch mode | route uncertain or high-impact requests to manual review |

> **APPROVAL BOUNDARY**
> This workflow prioritizes and prepares information. A human verifies identity, decides remedies, and approves every sensitive response.

## Inputs

| Required field | Example |
| --- | --- |
| Requester | Jordan Lee |
| Contact method | jordan@example.com |
| Message | “The download link says expired.” |
| Source | support form |
| Product / service | Automation Launch Kit |
| Attachment / evidence | screenshot link, if supplied |
| Received at | timestamp |

## Trigger

**A new support request or feedback item arrives** in a connected source.

## Workflow steps

1. **Capture** the original message, source, and timestamp in a support queue.
2. **Check duplicates** using requester + similar open subject. Link related requests; do not close either automatically.
3. **Classify** into `access`, `billing`, `bug`, `how-to`, `feature request`, `feedback`, `sensitive`, or `manual review`.
4. **Set priority** using explicit rules: service blocked, security/privacy concern, paid access issue, standard question, or suggestion.
5. **Route** to the correct owner with a response target. Sensitive issues must go to a designated human, not an automated response.
6. **Draft** a response from an approved knowledge source only. Mark it for review if the answer depends on account status, a refund, a promise, or an unknown technical cause.
7. **Close the loop**: when resolved, record the resolution type and tag any repeat issue for process improvement.

## Priority rules

| Priority | Example | Response path |
| --- | --- | --- |
| Urgent | suspected account compromise, privacy request, widespread access outage | immediate human escalation |
| High | paid customer cannot access purchased file | owner review within one business day |
| Standard | how-to question with documented answer | draft response + normal queue |
| Low | feature request or general praise | acknowledge and log for review |

## Outputs

- One categorized ticket with source message preserved
- Clear owner, priority, and response target
- A reviewed response path rather than an unsupported answer
- Trend tags for recurring issues

## Tool-agnostic setup notes

- Keep classification labels finite. Free-form labels make reporting useless.
- Always preserve the original message and attachment link, even if an AI summary is added.
- Do not send automatic messages about security, privacy, refunds, billing disputes, or account access; route those to a human.
- Use a confidence rule: if the classifier cannot cite words from the original request supporting its label, send to manual review.

## Completed example

**Trigger:** Jordan reports an expired download link.  
**Decision:** `access`, `high` priority because a paid product is unavailable.  
**Output:** The ticket is assigned to the owner with a one-business-day target; a draft asks Jordan to confirm the checkout email without exposing account data in public.

## Edge cases

- **One message contains a feature request and a bug:** make a primary ticket for the service-blocking item and link a feature-request record.
- **Angry or abusive message:** classify the issue separately from tone; apply your conduct policy and keep a human in control.
- **Customer sends sensitive data:** restrict access, do not repeat the data in notifications or prompts, and follow your privacy process.
- **Unknown product name:** route to manual review rather than guessing a policy.

## QA checks before launch

- [ ] Duplicate detection links rather than deletes tickets.
- [ ] Sensitive and urgent categories cannot auto-send a reply.
- [ ] Every category maps to an owner or a visible review queue.
- [ ] Response drafts cite an approved knowledge-base field or are marked “needs review.”
- [ ] Resolution data can be filtered by product and issue type.

## Expected outcome

You can answer routine requests faster while maintaining a safe, accountable path for issues that require judgment.

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`YOUR GRACE AGENCY  ·  WORKFLOW 04 / SUPPORT + FEEDBACK  ·  HUMAN REVIEW REQUIRED FOR REMEDIES`