Triage

Triage is the first step where an incoming customer inquiry is assessed for urgency and complexity, then prioritized or routed accordingly. The term originally comes from healthcare, where patients are sorted by severity.

Good triage prevents urgent issues — like a payment error or a defective product right before an important event — from getting buried among less pressing questions like general product information.

With automatic prioritization based on keywords, customer type, or channel, Bugalou helps teams largely automate triage, so urgent conversations always surface at the top of the inbox.