A Tiered Customer Support Triage Workflow

Support Is a Funnel

Most support tickets are routine; a few are genuinely hard. Spending a frontier model's reasoning on every password reset is wasteful, and routing a nuanced complaint to a one-line bot is reckless. A tiered workflow uses each SPRAPP product where it fits.

Tier Zero: Filter Every Inbound Ticket

Support inboxes are a prime target for abuse — prompt injection in a ticket body, attempts to extract internal data, social-engineering payloads. Sprappy Filter scores every inbound message across 25 categories before it touches an automated step. Tickets that trip a category get routed straight to a human.

Tier One: TinyLM Drafts the Common Cases

For the routine majority, TinyLM drafts a reply on-device. Because the eeny and meeny models run locally, even agents on a flaky connection or in a privacy-restricted environment can get a fast first draft. An agent reviews and sends.

Tier Two: Panel for the Hard Tickets

When a ticket is ambiguous, high-stakes, or a likely escalation, it goes to SPRAPP Panel. Asking a panel once and seeing where models converge gives the agent a more reliable read than any single model — and where they diverge, the agent knows to be careful.

Keeping the Ticket Log Lean With smoltext

Support systems store mountains of short strings: tags, status codes, queue labels, canned-response IDs. smoltext compresses these short strings well where gzip would waste bytes on per-message overhead, keeping the historical ticket store small and searchable.

The Human Stays in the Loop

Drafts are drafts. Panel readings are inputs. The agent owns the customer relationship, and the workflow exists to make their judgment faster, not to replace it.

Implementation Order

Turn on Sprappy Filter first so nothing untrusted reaches automation, add TinyLM drafting for one common ticket type, then introduce Panel for escalations.