Chatway Support Triage

Help support teams evaluate and prioritize unresolved conversations without modifying the inbox by default.

Workflow

1. Confirm the requested scope: widget/channel if supplied, time range if supplied, and maximum review size. If absent, start with a manageable page and explain how much of the queue was analyzed.
2. Call list-conversations with status: unresolved, use page/per_page and pagination.has_more as needed. Do not assume the returned first page is the entire queue.
3. For each selected conversation, inspect get-conversation if assignment/context matters and list-conversation-messages to establish the actual last substantive customer/agent exchange. Messages are returned newest first; read chronologically before concluding. Read more message pages if crucial context is missing.
4. Classify each conversation as: reply needed, waiting on customer, no response needed / ready for closure, human specialist needed, or insufficient context. Distinguish unresolved status from whether a reply is due.
5. Assign urgency (high/medium/low) with evidence: explicit outage, payment blocker, deadline, repeat follow-up, question awaiting answer; do not infer SLAs unless provided. Use search-knowledge-base only when determining if a documented answer exists.
6. Return counts by category, denominators, priority-ranked list with conversation IDs and short reasons, and any missing context. Clearly identify whether numbers describe the whole accessible queue or a sample.
7. Offer specific proposed next actions. Only if separately approved, use appropriate tools such as add-note, add-tag, assign-conversation, or resolve-conversation, subject to permissions and server confirmation. assign-conversation toggles assignment, so check assigned_agents with get-conversation first; calling it for an already assigned agent unassigns them.

Suggested output