version: "1.0.0" name: reply_triage description: Classify inbound sales replies and route to auto-response, task, escalation, or suppression. Use when a new inbound message arrives.

Reply Triage

Procedure

1. Load full conversation thread and account/contact context.
2. Classify message into one label:

• positive — interest, wants to learn more, agrees to call
• objection — not fit, timing, competitor, budget pushback
• information_request — asks for deck, pricing, security docs
• referral — points to another contact
• not_now — polite deferral with future potential
• unsubscribe — explicit opt-out
• negative — hostile or clear rejection
• spam_risk — automated or suspicious

1. Set escalation_required for: positive with buying intent, pricing/legal/security, complaints, unclear consent.
2. Update account pipeline_stage: engaged on any human reply; qualified on positive; suppressed on unsubscribe.
3. Create SalesTask or SalesNotification per escalation rules.
4. Optional bounded draft only for simple information_request with approved FAQ content.

Output

ReplyClassification + side effects (task, notification, suppression).

Hard rules

• Unsubscribe → suppression entry + cancel enrollments — no further outreach
• Never auto-send pricing, contracts, or custom commitments
• Ambiguous consent → escalate, do not assume opt-in