Intent routing & triage
Classify WISMO, refunds, wholesale, and sales signals on arrival—then route VIPs, flag risky threads, and protect SLAs automatically.
Generic inboxes sort by time received. Commerce inboxes need intent: a refund keyword is not the same as a sizing question, and a high-LTV buyer should not wait behind spam. Zee routing agents read message text, channel metadata, and customer history to place each thread in the right lane before a human spends a second on it.
What this agent pattern delivers
- Multi-label classification (support vs. sales vs. legal vs. spam) with confidence scores you can tune per workspace.
- VIP, wholesale, and influencer lanes driven by tags synced from your store, CRM patterns, or manual rules.
- Risk flags for chargeback language, threats, or policy edge cases—auto-escalate before a bad promise ships.
- Channel-aware SLAs: WhatsApp speed targets coexist with email formality without duplicate queues.
Routing is the foundation for safe automation
When triage is honest, downstream AI and macros run on the right subset of conversations—fewer misfires, faster median response, and coaching data that reflects reality.
More Zee agent patterns
- Order-aware agent repliesEliminate “let me check with the warehouse” loops when webhooks already know the answer.Explore use case
- Sales copilot in chatTurn conversations into revenue without pushing shoppers to a dead-end bot script.Explore use case
- Social → private chat handoffPublic comments are discovery; private threads are where orders happen—bridge them deliberately.Explore use case
- Policy-safe refunds & returnsAutomate the boring parts of returns without bypassing approvals where risk lives.Explore use case
- Human handoff with full contextMake the transition from AI to human invisible to the customer but efficient for your team.Explore use case