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# How to classify incoming requests automatically
- URL: https://blog.jestor.com/classify-incoming-requests-automatically/
- Published: 2026-09-16T18:52:51.000Z
- Updated: 2026-09-16T18:52:51.000Z
- Author: Bruno Bannach

To **classify incoming requests automatically**, the system has to read the request and set the fields that determine where it goes. In **Jestor**, an **AI** agent can assign area, priority and even sentiment on the fields you authorize, so triage stops being a person's morning.

## Why manual triage is the most wasteful step

Someone opens each request, reads enough to categorize it, sets a field and moves on. It requires no expertise and consumes a predictable share of every day.

It is also where the backlog starts, because triage happens once a day while requests arrive continuously.

What automatic classification changes:

- Requests routed within seconds of arriving
- Classification applied consistently rather than by whoever is on duty
- Urgent items surfaced without waiting for a triage round
- The person doing triage freed for actual resolution
- Categories applied uniformly, which makes reporting meaningful

## What can be classified

| Attribute          | What it determines              | Verification                      |
| ------------------ | ------------------------------- | --------------------------------- |
| Area               | Which team receives it          | Misrouting is visible immediately |
| Priority           | Position in the queue           | Spot check against outcomes       |
| Category           | Reporting and patterns          | Review the distribution monthly   |
| Sentiment          | Whether escalation is warranted | Compare against complaints        |
| Attachment content | Context from documents          | OCR extraction confirmed          |

## Step by step to set it up

1. **Define your categories first**, keeping the list short enough to be applied consistently.
2. **Create the agent** with instructions describing each category precisely.
3. **Authorize only the classification fields**, not the rest of the record.
4. **Enable attachment reading**, so documents inform the classification.
5. **Run it alongside manual triage** for a week and compare.
6. **Measure the misrouting rate**, which is your real accuracy number.
7. **Refine the category definitions**, which is usually the fix when accuracy is low.

## Why the category definitions matter more than the model

When classification is inaccurate, the instinct is to blame the model. More often the categories overlap, so a human triaging the same request would also hesitate. Writing definitions precise enough that two people would agree is what makes automatic classification reliable.

## Why choose Jestor

In **Jestor**, requests arrive natively by email and **WhatsApp**, becoming records automatically. The agent classifies within authorized fields, reads attachments with **OCR**, and can move the card to the right queue. Everything it does is recorded, and misrouting is visible on the same board the team already uses.

## Frequently Asked Questions

### Can the agent read an attached document to classify?

Yes. OCR reading lets the attachment inform the classification. See [jestor.com](https://www.jestor.com/?ref=blog.jestor.com).

### What if classification is inaccurate?

Usually the categories overlap. Tighten the definitions before changing anything else.

### Can it set priority as well as area?

Yes, along with category and sentiment, on the fields you authorize.

## Video Tutorial: Step by Step

With **Jestor**, you can automate workflows, connect teams, and build internal systems your way, all without code and powered by **AI**. Discover Jestor at [jestor.com](https://www.jestor.com/?ref=blog.jestor.com) and see how to take your company's operations to a new level of efficiency and control.