AI reads each incoming support ticket, assigns a category and priority, suggests the right team or agent, and drafts a first-response candidate — all before anyone opens the queue. Because triage runs on the same database as your CRM and order history, the AI knows whether this is a paying customer, what they bought, and whether they've filed a similar ticket before.
No add-on tiers, no feature gates — this is what the module ships with, included in every plan.
Every ticket gets a category, a priority level, and a confidence score the moment it lands — billing, technical, shipping, refund, or a custom taxonomy you define.
Tickets route to the right agent or team based on category, customer tier, and agent workload — no manual triage queue, no slack messages to figure out who owns it.
AI proposes a reply using the customer's order history and prior tickets as context. The agent reviews, edits if needed, and sends — not starts from scratch.
Tickets that contain escalation signals — repeated issues, sentiment spikes, high-value customers — are flagged and fast-tracked automatically.
Triage reads the same customer record as your CRM — plan tier, order count, open deals — so priority logic can factor in relationship value, not just ticket text.
When an agent re-routes or re-categorises a ticket, that correction feeds back into the classification model's context for future similar tickets.
Forethought charges a per-resolution fee to do what a single toggle enables here — and it still needs its own integration layer to reach your CRM data.
Start free with VCard & Link-in-Bio. Turn on AI ticket triage and the rest of the catalog from one flat plan — no per-seat fee, ever.