Triage Queue

The triage queue is the entry point for all incoming communications that cannot be automatically routed. Emails from known agencies are auto-routed to their assigned team and person — only unidentifiable messages (no known agency domain, no case number in the body) appear in the triage queue.

What Lands in Triage?

Not every email goes through triage. The system uses two routing paths:

• Known agency emails — matched by sender domain (e.g., @hatchfertility.com), auto-routed directly to the assigned team and person. These skip triage entirely.
• Unidentifiable emails — no agency match, no case number in the body. These require a human to determine where they belong.

If an email mentions a case number in its body, the system can match it automatically and route to the inbox — it never enters triage.

Queue Layout

The triage page uses a two-panel layout:

• Left panel (420px) — scrollable list of unprocessed conversations with search and sort
• Right panel — selected conversation’s full message with AI-assisted assignment controls

Conversation Cards

Each card shows:

• Sender name and avatar
• Subject line
• Tag badges (dot style) — e.g., “Lost Wages”, “Deposit”, “Payment Issue”
• Task progress indicator (e.g., 0/3)
• Timestamp
• Assignment indicator when self-assigned (team → person format)

Urgency Sections

When sorted by urgency (the default), the queue groups items with left-aligned section headers:

• URGENT (n) — messages flagged as time-sensitive
• NORMAL (n) — standard priority

AI Confidence Scores

The AI analyzes each message and provides suggestions with confidence scores for three assignment fields:

• Case — which escrow case this message relates to
• Team — which team should handle it
• Assign To — which person on that team

Each field shows a color-coded percentage next to its label:

Score	Color	Meaning
80%+	Green	High confidence — likely correct
50-79%	Yellow	Moderate confidence — review suggested
Below 50%	Red	Low confidence — manual review needed

Expandable Reasoning

Clicking a confidence score expands an AI reasoning panel below the field. The panel background tints to match the confidence color (light green, light yellow, or light red) and shows bullet points explaining why the AI made its suggestion — for example:

• “Sender name matches GC on case”
• “Team handles 73% of lost wages requests”
• “No case number in subject or body”

Tag & Urgency Reasoning

Tags and urgency detection also have confidence scores. A single expandable panel in the message header shows:

• Urgency Detection — why the AI flagged (or didn’t flag) the message as urgent
• Tag Classification — why specific tags were suggested (e.g., “Lost Wages”, “Deposit”)

Assignment Controls

When a conversation is selected, the right panel shows:

1. Case — searchable multi-select, pre-filled with AI suggestion
2. Team — dropdown, pre-filled with AI suggestion
3. Assign To — dropdown filtered by selected team, pre-filled with AI suggestion
4. Note — optional handoff note
5. AI Suggested Tasks — checkable task list generated from the email content
6. Assign button — confirms and removes the conversation from the queue

Self-Assignment Flow

Instead of routing to someone else, a triage admin can handle the message themselves:

1. Click “Assign to Me” in the self-assignment bar below the message
2. The reply composer opens — type and send a response
3. The Assign button is replaced with a Next button
4. Clicking Next triages the message (assigns it with the admin as the person) and advances to the next conversation
5. The left panel card shows the assignment: “Team → Person”

Save to Case (Attachments)

Messages with attachments show a “Save to Case” dropdown:

1. Click “Save to Case” and select a document type (Match Sheet, Medical Record, etc.)
2. An inline rename field appears, pre-filled with the original filename
3. If a case is already selected in the action panel, it auto-fills; otherwise a case search combobox appears
4. Click Save to file the document, or Cancel to dismiss

Bulk Assignment

For high-volume periods, triage admins can select multiple conversations using checkboxes:

• Select-all checkbox in the toolbar
• The detail panel hides during bulk selection to maximize list space
• Team and person can be assigned to all selected at once

Triage Animation

When a conversation is assigned:

1. The card flashes sky-blue
2. Fades out over 350ms
3. Height collapses over 250ms
4. The next conversation auto-selects

Sort & Search

Sort	Behavior
Urgent First	Urgent items at top, then newest
Oldest First	Longest-waiting conversations first
Newest First	Most recent conversations first

A search field in the toolbar filters by subject, sender name, email, organization, and preview text.

Triaged History

A “Triaged” tab shows recently processed conversations:

• Assignment (team → person)
• Auto-routed or manually triaged badge
• Timestamp

Keyboard Navigation

Key	Action
j / k	Move focus up/down in the queue
Enter	Select the focused conversation
a	Jump to the Assign button
Escape	Deselect current conversation