A case that looked low priority yesterday can turn critical today. Customers send follow-ups. Tone changes. Churn risk appears in the text.
With your own AI, or AI used via Plauti Manipulate (both options are possible) and Plauti Assign, you can keep evaluating open cases. When urgency, sentiment, or risk changes, Plauti Assign automatically updates the owner and queue.
Today, most routing is a one-time event:
- A case is created, assigned, and then forgotten from a routing standpoint- New angry messages land on the same low-priority owner- Excalations still depend on manual flags or the customer asking to "speak to the manager"- High-value customers can threaten to leave in a follow-up, and no one sees it in time
Admins try to build multi-step escalation processes, but they still react late.
Example: A Low-Priority Case That Suddenly Signals Churn
The initial case is low priority. Later, the customer writes: “If this isn’t resolved today, I’ll cancel and move to your competitor.” To your queue, this might still look like “existing case in progress”. But to your AI, this is a clear spike in urgency and churn risk.
That’s when Plauti Assign needs to step in again.
Using your own model or AI triggered via Plauti Manipulate:
• Every new customer message is analyzed for urgency, sentiment, and churn risk
• Existing fields such as Urgency, Sentiment, or Risk are updated, for example:
• Urgency from “Low” to “Critical”
• Sentiment from “Neutral” to “Very negative”
• Risk to “High”
Plauti Assign watches these fields:
• If urgency jumps to “Critical”, the case gets re-assigned to the escalation or save team
• If sentiment stays negative for several replies, Plauti Assign can move it to a specialist queue
• If an at-risk customer is involved, Plauti Assign can route to a retention or VIP team
In the example above, Plauti Assign automatically routes the case away from a general agent queue to a dedicated escalation or save team.
Admins can tune the thresholds and re-assignment logic in Salesforce.
Because re-triage is continuous:
• SLAs can adjust when urgency changes
• Workload can be shifted as more cases move into higher-touch queues
• Managers don’t need to manually scan queues for “angry” messages
• Clear, rule-based reassignment driven by AI-fields, not hidden magic
• Less pressure to design the "perfect" initial routing, since re-triage is always possible
• Easier to explain and audit why a case moved between owners
• Critical situations get rerouted to the right poeple faster, instead of sitting unnoticed in a general queue
• CSMs can focus on at-risk customers earlier, before frustration turns into churn
• Better visibility on which accounts need proactive attention as conversations evolve
• They feel heard faster when their situation becomes urgent or sensitive
• They reach the people who can actually solve their problem, instead of repeating themselves
• Their experience improves over the full conversation, not just at case creation
As you improve your models for sentiment and risk detection:
• Re-triage becomes more accurate
• You can add new triggers like product, customer tier, or open amount
• You can experiment with different thresholds in test queues
Plauti Assign stays your routing backbone. Your AI stack, or AI used via Plauti Manipulate (both options are possible), can change underneath.
Want your routing to react when customers get frustrated or threaten to leave?
Talk to an expert about continuous re-triage and reassignment with Plauti Assign.
