AI assistant that classifies support incidents across every

Manually handling support incident classification is slow, inconsistent, and hard to scale. Support teams get buried in repeat questions and manual routing long before they can focus on the cases that need judgment.

InsertChat automates classify support incidents across one shared workflow. Supported channels are website chat, in-app chat, WhatsApp, SMS, email assistant, help center chat, checkout flow, customer portal, booking pages, and API-triggered workflows. The assistant classifies support incidents, follows your approval logic, and hands off edge cases with full conversation context regardless of where the request started.

Every channel is covered explicitly: website chat where visitors already ask buying and support questions; in-app chat next to the workflow the user is trying to complete; WhatsApp for customers who prefer messaging over forms and portals; SMS when response speed matters more than a full portal experience; email assistant without forcing people into a separate support queue; help center chat where self-serve intent is already high; checkout flow while the customer is deciding whether to complete the transaction; customer portal when the workflow depends on account data and prior activity; booking pages where availability, intake, and routing happen together; API-triggered workflows when the workflow starts from product events, CRM changes, or backend jobs. Teams can start with one surface, then add others without rebuilding the task logic or sending users into a different process.

Execution can be configured for 24/7 (after-hours automation), Instantly (immediate execution), with Verification (identity checks), with Handoff (human handoff), with Guardrails (business rules), at Scale (spike handling), Proactively (event-based automation), with Audit Trails (audit logging), Self-Serve (deflection-ready), and Across Languages (language coverage). These modes cover availability, response speed, identity checks, human review, policy enforcement, volume spikes, event triggers, audit records, self-service, and multilingual delivery while keeping one canonical workflow definition.

Before the assistant can classify support incidents, require severity, issue family, and escalation urgency and verify the request against Help desk sync, Knowledge base, Escalation rules. Record which source supported the decision, which execution rules applied, and whether tag and route incidents correctly before they create noisy queues completed successfully so an operator can audit the exact path later.

Stop the workflow when required context is missing, two rules conflict, or the next action exceeds the assistant's approved scope. Escalate with the collected fields and attempted action attached. Track completion rate, time to the approved next step, missing-context rate, and human correction rate; those signals show whether support incident classification is removing work instead of hiding it in a new queue.