Thread Categorizer Agent
The Thread Categorizer agent classifies support ticket threads based on their content. It reads the ticket's title, description, and recent comments to assign the most appropriate category from your configured list.
Use Cases
- Your ticketing workflow needs to classify incoming tickets by type (e.g., billing, technical, account).
- You want to route tickets to different handling workflows based on content.
- You need to auto-categorize a backlog of existing tickets.
Inputs
| Input | Type | Description |
|---|---|---|
thread | Thread | The support ticket thread, including its title, description, and comment history. |
| Additional inputs | Various (optional) | You can wire supplemental context from other agents (e.g., extracted entities, customer data). This additional context is included alongside the ticket when making the classification decision. |
What the Agent Reads
The agent considers the following from the ticket thread:
- Title -- the ticket subject line.
- Description -- the initial ticket body.
- Recent comments -- the most recent messages in the thread, limited by the context window. Both customer replies and agent responses are included.
- Additional inputs -- any supplemental context wired from upstream agents.
Outputs
| Output | Type | Description |
|---|---|---|
category | Category | The assigned category name. |
Each category produces a branch edge on the GWE canvas.
Configurations
| Parameter | Description | Default |
|---|---|---|
| Categories | List of categories with names and descriptions (up to 1,000 characters each). | Required |
| Fallback category | Category assigned when no category matches. Must be one of the defined categories. Defaults to "Fallback." | Required |
| Context window | Number of recent comments to include from the thread. Older comments are excluded. | 10 |
| Instructions | Additional classification guidance for the LLM. | None |
| Qualification criteria | Deterministic rules per category. Requires a JSON Extractor upstream to supply structured data. | None |
How to Use This Agent
ticket_trigger -> thread_categorizer
-> [billing] -> billing_search -> respond -> mark_as_public_response
-> [technical] -> tech_search -> respond -> mark_as_public_response
-> [account] -> human_collaboration
-> [other] -> general_search -> respond -> mark_as_public_responseTips
- Write category descriptions based on ticket content, not workflow actions. Describe what the ticket looks like ("Customer reporting incorrect charges or payment failures"), not what you'll do with it ("Route to billing team").
- Wire additional context when ticket content alone is insufficient. For example, if you've already extracted customer tier or product line from a CRM lookup, wire that in as supplemental context.
- Keep the context window at 10 for most use cases. Long ticket threads often contain back-and-forth that adds noise. Increase it only if early messages carry critical classification signals.
Related Agents
- Categorize Conversations and Route -- for chat conversations rather than ticket threads.
- Text Categorizer -- for plain text classification.
- Thread Summarizer -- for summarizing threads rather than categorizing them.