Using the Triage Agent

What this tool does

Every message people send through the WitUS products (contact forms, feedback, and so on) lands in one shared inbox. The Triage Agent reads each new message and does the busywork for you, then stops and waits for your decision before anything is actually sent or changed.

1. classify→
2. enrich→
3. propose→
4. your approval→
5. execute

In words: it figures out what the message is about (classify), looks up helpful context (enrich), suggests what to do (propose), and then waits. Nothing irreversible happens until you approve.

Signing in

Go to the sign-in page and enter your email. If you're the operator, you'll get a one-time sign-in link by email — no password to remember. If you're not the operator yet, you'll be invited to join the waitlist instead. There's nothing to install.

The queue

The queue is your to-do list: every message waiting on your decision. Each row shows where it came from, what the agent thinks it is, and a status badge. Finished items move to History.

• Pending approval — waiting on you.
• Executed — you approved it and the action ran.
• Rejected / Failed — you declined it, or the action hit an error.

Tip: it's built for phones. You can sweep the queue from anywhere.

Reading a run

Tap a row to open it. A run is laid out in cards:

• Classification — the category, a confidence score (0–100%), and a one-line reason.
• Context (enrichment) — past messages from the same person, the product's current health (green / yellow / red), and whether they're new, returning, or long-time.
• Proposed action — what the agent suggests doing, and why.
• Audit trail — a time-stamped log of everything that happened, plus a link to the full technical trace if you ever need it.

Approving, rejecting, editing

On a pending run you have three choices:

• Approve — you agree with the proposed action; it runs.
• Edit — approve, but change the details first (for example, tweak a draft reply before it sends).
• Reject — decline. Add a short note so the reason is on the record. Nothing is sent.

Your decision is the gate: until you act, no reply goes out and nothing changes.

What the categories mean

support_question

Someone needs help using a product or has a how-do-I question.

bug_report

Something is broken or not behaving as expected.

feature_request

A suggestion or ask for something the product doesn't do yet.

billing_issue

Anything about payments, plans, refunds, or charges.

abuse

Harassment, threats, or misuse that needs a careful human eye.

spam

Junk — no real person waiting on a reply.

other

Doesn't fit the buckets above, or the agent wasn't confident.

What the agent can propose

auto_reply

Send a prepared reply to the contact (only after you approve it).

draft_for_human

Prepare a draft reply for you to review and send yourself.

escalate_sms

Text the operator — this one is urgent and shouldn't wait.

file_in_kb

Save it to the knowledge base; no reply needed.

mark_spam

Flag as spam and close it out.

no_action

Nothing to do — acknowledge and move on.

Waitlist

The waitlist lists people who asked to be notified when access opens up. It's a read-only roster; the central WitUS Inbox handles the actual invitations.

Working offline

The app keeps a copy of itself on your device, so you can open the dashboard and review the last queue you loaded even with no connection. Making a decision (approve / reject) needs to be online — that's deliberate, so an approval is never sent by accident. If you're offline, those buttons are disabled with a clear notice.

FAQ & when something looks wrong

A run says it failed. What now?

Open the run and check the audit trail — it records the error. Most failures are temporary (a service was briefly down); the message stays on record so nothing is lost.

The agent picked the wrong category.

Use Edit or Reject — your decision always wins. The agent only proposes; it never acts on its own.

Something else is off.

Email bam@awews.com.