1.Captures new support chat message
Integrate Microsoft Teams, message mapping tools, and context links to capture reporter, message text, and permalink.
Create triage tasks from CPQ support chat messages
Automatically monitor new support chat messages across Microsoft Teams. Create and update triage tasks when messages arrive, urgency is high, or issues get flagged—so you can prioritize assignments, capture context, and notify stakeholders without manual ticketing.
How this automation creates triage tasks from CPQ chat messages
When a new support chat message comes in, issues can stall without being routed to the right owner. This automation classifies messages and filters urgency, then creates Asana tasks and posts updates—so your team can respond without manual ticketing.
Microsoft Teamsor swap with your favorite app
2.Classifies message urgency and intent
Integrate AI by Zapier and AI prompt tools to classify message text into category, urgency, explanation, and reply.
AI by Zapieror swap with your favorite app
3.Branches on issue urgency
Integrate Filter by Zapier and workflow branching rules to continue only when urgency is high or medium.
Filter by Zapieror swap with your favorite app
4.Creates a triage task for issues
Integrate Asana and task routing tools to create tasks with notes, priority, reporter follow, and message permalink.
Asanaor swap with your favorite app
5.Drafts a response for non issues
Integrate Agents and knowledge-base actions to draft an informed how-to reply from message text.
Agentsor swap with your favorite app
6.Notifies stakeholders with next steps
Integrate Microsoft Teams and notification routing tools to send the AI or agent reply and task link to stakeholders.
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