Templates Operations

Operations

Message Triage

Routes inbound messages to the right team based on urgency and category.

What's inside

  • Inbound Messages entity — sender, channel, body, received-at, urgency score, assigned team, status
  • Message Triage Queue app — internal-only utility sorted by urgency score; filter by team or status
  • ScoreAndRoute workflow — fires on each new message; AI assigns an urgency score (0–100) and routes to clinical, billing, scheduling, or ops
  • 6 sample messages spanning all four teams and a range of urgency scores

Message Triage

Stop manually sorting your inbox. Every inbound message gets a 0–100 urgency score and an assigned team within seconds of arriving, so your highest-acuity items rise to the top and the right people see them first.

How it works

  1. A message arrives in the Inbound Messages entity — created by an email parser, an SMS webhook, a web form, or any inbound channel you wire in.
  2. The ScoreAndRoute workflow fires:
    • Reads the message body, sender, and channel.
    • Uses Claude to produce a structured JSON response with an urgency score (0–100) and an assigned team (clinical, billing, scheduling, ops).
    • Writes both back onto the record and sets the status to triaged.
  3. The Message Triage Queue app surfaces high-urgency, untriaged messages first. Each team can filter to their queue.

What you can extend

  • Add new channels by wiring webhooks into the Inbound Messages entity.
  • Add team-specific notifications — Slack, SMS, email — as workflow steps that fire when the team is assigned.
  • Expand the routing taxonomy beyond the four default teams by editing the AI prompt and the assigned-team field.
  • Train an internal feedback loop: when a team reassigns a message, feed that back into the prompt as routing guidance.

Data handling

Inbound messages may contain patient identifiers or clinical detail. Bodies flow through HASP’s policy-aware AI gateway — your org’s data-handling configuration is enforced automatically before model inference. You can build and test the template on Free Evaluation; the underlying policy enforcement is the same posture every paid org gets.