Triage settings control how Support Badger processes incoming conversations before they reach your inbox. Configure auto-responses, spam filtering, and initial categorization.
Overview
Triage happens automatically when a new conversation arrives:
- Spam detection
- Contact/company matching
- Auto-tagging
- Auto-response (if configured)
- Assignment rules
- SLA clock starts
Spam Filtering
Automatically filter out spam and unwanted messages:
Built-in Filters
- Known spam patterns
- Malicious links
- Excessive promotional content
Custom Filters
- Go to Settings → Triage → Spam Filters
- Add keywords or phrases to block
- Add email domains to block
- Set up regex patterns for advanced filtering
Spam Actions
| Action | Description |
|---|---|
| Delete | Permanently delete (not recommended) |
| Move to Spam | Send to spam folder for review |
| Flag for Review | Mark but keep in inbox |
Auto-Tagging
Automatically categorize incoming conversations:
Keyword-based
- Go to Settings → Triage → Auto-Tags
- Click New Auto-Tag Rule
- Enter keywords to match
- Select the tag to apply
- Choose match type (any word, all words, phrase)
AI-based (with Bramble)
With Bramble AI enabled, conversations can be auto-tagged based on:
- Topic detection (billing, technical, etc.)
- Sentiment analysis (frustrated, happy)
- Intent classification (question, complaint, request)
Auto-Responses
Send automatic replies to incoming conversations:
Acknowledgment
Send an immediate reply confirming receipt:
"Thanks for reaching out! We've received your message and will respond shortly."
Business Hours
Different responses for inside/outside business hours:
- Set your business hours in Settings
- Configure "during hours" response
- Configure "after hours" response with expected reply time
Bramble AI Response
Let Bramble attempt to answer immediately:
- AI analyzes the question
- Searches knowledge base for answers
- Sends helpful response if confident
- Routes to human if unsure
Contact Matching
How Support Badger identifies who's contacting you:
Email Matching
- Match by exact email address
- Auto-associate with company by domain
- Create new contact if not found
Chat Widget
- Match by provided email
- Match by browser fingerprint (returning visitors)
- Match by logged-in user ID
Priority Detection
Automatically set priority based on signals:
| Signal | Priority |
|---|---|
| Enterprise customer | High |
| Subject contains "urgent" | High |
| Negative sentiment detected | Medium |
| Default | Normal |
Merge Detection
Detect and handle related messages:
- Reply detection - Thread replies into existing conversations
- Duplicate detection - Flag duplicate submissions
- Related topics - Suggest merging similar conversations
Testing Triage
- Go to Settings → Triage → Test
- Paste a sample email or message
- See how it would be processed
- Review tags, assignment, and auto-response