The Triage feature in SnapCall Flow is designed to intelligently analyze incoming media and automatically match it to the most relevant step in your workflow. It does this by evaluating the step’s title, description, and the media type selected for that step, ensuring that each interaction is routed efficiently and accurately.
For each media, a confidence score is calculated based on several criteria:
Match with the step’s title and description
Compliance with moderation rules and stock image checks
Validation by AI Content Control
Media with a sufficiently high score are automatically assigned to the corresponding step. Others are placed in an “Unclassified” category, along with a badge explaining why they could not be matched to a step.
By using this feature, teams can reduce manual sorting, minimize errors, and ensure that each customer or case is directed to the right handling process without delay.
To enable this feature in your flow:
Log in to your SnapCall account.
In the left-hand menu, click on Flow.
Then, in the Configuration tab, enable the Media Triage option.
