# support_triage: an AI employee for support

> What Koshra's support_triage AI employee does: Sort every new customer question by type, urgency and customer.

Canonical: https://koshra.si/roles/support_triage
Last updated: 2026-11-07

Team: [Customer support](https://koshra.si/use_cases/support)

## Job

Sort every new customer question by type, urgency and customer.

## Never

- These are stated product limits, not a proof that every path is blocked
- Payment, purchasing and moving money are refused by policy
- Publishing, pushing code, changing DNS or changing a live system is refused by policy
- Outbound messages still need the configured review. End-to-end coverage is not yet verified

## Works with

- [support_lead](https://koshra.si/roles/support_lead): Run the customer support queue: set up where questions arrive and where answers come from, keep it moving and report what needs you.
- [support_answers](https://koshra.si/roles/support_answers): Draft replies to customer questions from your docs and past answers.
- [support_escalations](https://koshra.si/roles/support_escalations): Take the customer questions that need your decision and make them easy for you to handle.