Overview
Route messages based on keywords, reactions, or thread length to the right owners.
Problem
Important asks buried in busy channels lead to slow responses.
Solution
Triggers detect signals and take actions: tag, auto-reply with templates, or create ActionDesk tasks.
How it works
Start from the Channel Triage recipe, add rules (e.g., “urgent|blocker”, 🆘 reaction, thread > 10 replies), and enable. Monitor run logs and misroutes.
Who is this for
Ops Lead
Team Leads
Expected outcomes
- Faster time-to-first-response
- Lower manual triage overhead
Key metrics
Median TFR (help channels)
Baseline
120 minutes
Target
20 minutes
Misroute rate
Baseline
12 %
Target
2 %
Gallery
Downloads & templates
Security impact
- Message metadata; optional content for regex triggers · PII: none by default
Compliance
- SOC2
Availability & next steps
Pro
Enterprise