Every conversation, sorted before anyone opens it.
Captain reads each new message, sets its priority, adds your labels, and routes it to the right team. You describe the rules in plain words.
The outage and the security report move to the top. The feature idea waits.
What your team gets.
- Urgent issues are seen first
- Outages, failed payments and security reports are marked Urgent the moment they arrive, so they don't wait behind routine questions.
- The right team, without a dispatcher
- Rules send billing problems to Billing and bug reports to your technical team. No one has to read the queue and hand out conversations.
- Rules in plain words
- Describe the situation in a sentence instead of maintaining keyword lists. Captain matches what customers mean, however they phrase it and in any language.
- Labels you can report on
- Captain labels conversations from your own label list, the same way every time, so label reports show what customers actually contact you about.
How it works.
Suggestions in the sidebar
On any conversation, an agent clicks Suggest with Captain. Captain proposes a priority and up to three of your labels, and the agent accepts or dismisses them.
Rules that run on their own
Add a Captain condition to an automation rule. Every new message that matches is handled the same way, without anyone clicking.
- 1
Pick when it runs
Choose Message Created to check every new message, or Conversation Created to triage only the first one.
- 2
Add the Captain condition
Choose Captain, then Detects or Does not detect. Describe the situation in a sentence of up to 500 characters.
- 3
Combine it if you need to
Join Captain with conditions you already use, such as inbox, message type or a contact detail, using AND or OR.
- 4
Choose the actions
Change priority, add labels, assign a team or agent, send a message, add a private note, or email the team.
Questions teams ask first
What does Captain Triage do?
Captain Triage sets the priority, labels and team for incoming conversations. Agents can accept Captain's suggestions from the conversation sidebar, or automation rules can apply them on their own.
How is this different from a keyword condition?
A keyword condition matches words. Captain matches meaning, so it catches a refund request that never says “refund” and skips a question about your refund policy.
What happens if Captain is not sure?
Nothing changes. If Captain cannot judge a conversation, its condition counts as not met, and the rest of your rule decides as usual.
Let Captain sort the queue.
Try suggestions on today's conversations, then turn your first rule on.