Inbound Queue
Message & Classification
a.smith@northvale.com.au
I still can’t access my account and I need my medication info. I’ve tried resetting twice. Please help — this is urgent.
Intent
Access issue
● 0%
Urgency
HIGH
Route
Support — Tier 2
Why: phrases “can’t access” and “tried resetting” map to an authentication failure beyond Tier 1; “urgent” raises priority.
Mentions medication — sensitive health information. Flagged to escalate to a person.
Suggested Action
⚠️ Escalate to a person
This message mentions medication — sensitive health information. Rather than auto-reply, I’ve drafted nothing to send and routed it to a Support Tier 2 coordinator to handle directly.