Flow 066 · Customer service triage

Every customer email sorted, answered or escalated in minutes.

AI reads each support request, works out what it is about and how urgent it is, drafts a reply from your approved answers and sends at-risk or high-value customers straight to a senior person.

Try it below. Sample company: Larkspur & Co. (fictional).

Larkspur & Co.Live run · sample data
Demo
Pick a scenario, then step in when a person is needed

What lands with your team

An unhappy customer's email sat in the queue behind fifty password questions. This flow sorts the queue the moment messages arrive, so agents spend their time where it matters and the right people hear about problems fast.

0steps run automatically
0decisions made by a person
0steps logged for audit

Sample company and sample numbers, for illustration.

How it works

Starts when
A customer emails, chats or submits a support form.
Runs automatically
Classifying each request by topic and urgency; drafting replies from your approved knowledge base only; priority routing for at-risk or high-value accounts; tagging and reporting on why customers get in touch.
Where AI helps
Classifying each request by topic, urgency and mood, and drafting replies from approved answers only.
Where you’re in charge
Agents approve drafted replies. At-risk and high-value customers always reach a person.

What stays with a person

  • Approving drafted replies, or setting which categories can send on their own
  • Every escalated or upset customer
  • Refunds, credits and exceptions

What’s included

  • Classifying each request by topic and urgency
  • Drafting replies from your approved knowledge base only
  • Priority routing for at-risk or high-value accounts
  • Tagging and reporting on why customers get in touch
  • Runs on: Copilot Studio, Power Automate, Outlook, Teams, Dynamics 365, Zendesk or Salesforce
Build size L · larger

Questions teams ask

Will customers be talking to a bot?
Only if you choose. Most clients start with AI drafting and a person sending, then allow simple categories to send automatically.
Can it make up an answer?
It answers only from the knowledge you approve. If the answer is not there, the request goes to a person.
Will we need new Microsoft licenses?
Often not. Many of these flows run on what you already have in Microsoft 365. Some steps need premium connectors or AI credits, so we check your current licenses on the first call and tell you exactly what, if anything, you would add before you commit.

Want this for your team?

Book a discovery callBrowse the flow library