Route Cases to the Right Agent Instantly
AI classifies product area, sentiment, and severity the moment a case is created, then routes it through Salesforce Flow
Cases land in the wrong queue. Customers wait.
Manual routing depends on agents reading every case, guessing the category, and picking from a dropdown. Misrouted cases bounce between queues while customers wait for someone who can actually help.
Cases assigned to the wrong queue on first pass
Agents pick from fifty-plus categories in a dropdown and get it wrong nearly a third of the time. Each misroute adds a queue transfer, a new agent re-reading the case, and another delay before the customer gets a real answer.
“It enables Salesforce professionals like me to leverage AI of my choice in a declarative manner. Case summarization, classification, routing, personalized email response generation.”
- Sury Ramamurthy, Technical Architect, Innolake Corporation
Build prompts with Prompt BuilderFirst-response time on misrouted cases
A misrouted case sits in the wrong queue until an agent reads it, realizes it does not belong, and transfers it. The receiving queue starts from zero: re-reading, re-triaging, and finally responding hours after the customer submitted.
“Finally an easy to use AI solution which would not only help you manage daily tasks efficiently but also give you the power to interpret large datasets to make business decisions effectively.”
- Ashwin Kotian, AVP, ICICI Lombard
Automate with Flow IntegrationManual triage time per case for routing agents
Dedicated triage agents spend their entire shift reading incoming cases, categorizing them, and assigning them to queues. This manual bottleneck limits throughput and burns out experienced agents on repetitive work.
“The implementation was smooth and the results exceeded expectations.”
- Rishi Golyan, Salesforce Consultant, Algocirrus
Secure this with Security LayerEnd Manual Case Routing
Stop playing support detective games
Manual case categorization forces agents to read each ticket, guess the product area, and pick from a dropdown of fifty categories. Misrouted cases bounce between queues, adding hours to resolution time and frustrating customers who have to repeat their issue to a new agent.
AI routes cases instantly through Flow integration
GPTfy reads the case subject, description, and email body the moment a case is created. The AI classifies product area, issue type, language, and sentiment in one pass, then writes the results directly to case fields using Flow-triggered execution. No agent intervention required.
Customize AI with Prompt Builder
Prompt Builder for business routing rules
GPTfy's Prompt Builder lets admins define custom routing rules (VIP customer escalation paths, product-specific queue assignments, and language-based routing), all configured through a no-code interface. Update rules in minutes without developer involvement or deployment cycles.
Secure PII masking via the Security Layer
Before any case data reaches the AI model, GPTfy's PII masking engine strips customer names, emails, phone numbers, and account identifiers. Masked data is processed and results are written back to Salesforce, maintaining GDPR and HIPAA compliance throughout the workflow.
Bring Your Own Model
Choose any AI provider through AI Connection
GPTfy's AI Connection framework supports OpenAI, Anthropic Claude, Google Gemini, and Azure OpenAI through Salesforce Named Credentials. Switch models per case type or region without changing your routing logic, and avoid vendor lock-in with a single integration layer.
Agents focus on problem solving with pre-classified cases
When cases arrive pre-classified with product area, severity, and sentiment, agents skip the triage step entirely. They open the case already knowing the context, the customer's emotional state, and the recommended resolution path, cutting average handle time and improving first-contact resolution rates.
Why Choose Case Intelligent Routing
Faster First Response
Cases reach the right agent within seconds of creation instead of sitting in a general queue waiting for manual triage. Customers get a qualified response on first contact, not after a queue transfer.
Reduced Misrouting
AI classification eliminates the guesswork of manual category selection. Cases are tagged with product area, issue type, and severity automatically, so they land in the correct queue on the first pass.
Better Agent Utilization
Skill-based routing matches case complexity to agent expertise. Senior agents handle escalations while routine cases flow to available team members, balancing workload across the entire support organization.
Powerful Capabilities
AI Classification
GPTfy reads case subject, description, and email body in a single pass to classify product area, issue type, language, and sentiment, writing structured results directly to case fields.
Skill-Based Routing
Route cases to agents based on expertise match, language capability, and product specialization. GPTfy's classification data feeds directly into Salesforce assignment rules and Flow logic.
Priority Scoring
AI evaluates case urgency from content signals (customer sentiment, contract tier, issue severity, and keyword patterns) and assigns a priority score that drives queue ordering and SLA timers.
Auto-Assignment
Cases are assigned to specific agents automatically based on AI classification results, agent availability, and current workload. No manual triage step, no queue-watching required.
Key Takeaways
- AI classifies product area, issue type, language, and sentiment in a single pass
- Classification results write to case fields for routing via Salesforce Flow
- Prompt Builder configures custom routing rules: VIP escalation, language, product queues
- PII masking strips customer data before case content reaches any AI model
- Supports multi-language classification for global support teams
Frequently Asked Questions
GPTfy reads the case subject, description, and email body when a case is created. The AI classifies product area, issue type, language, and sentiment in a single pass and writes results to case fields. Salesforce Flow then routes the case based on those field values.
Yes. GPTfy's Prompt Builder lets admins define routing logic through a no-code interface: VIP escalation paths, product-specific queues, language-based routing, and sentiment-based priority. Changes take effect in minutes without deployment cycles.
GPTfy complements Salesforce assignment rules by providing AI-powered classification. GPTfy writes structured data (product area, severity, sentiment) to case fields, and your existing Flow or assignment rules route based on those enriched field values.
Agents can override classifications manually. GPTfy logs every classification in a Security Audit Record, so support managers can review accuracy over time and refine prompt templates through the Prompt Builder to improve classification accuracy.
GPTfy installs as a managed package in minutes. Admins define classification categories and routing logic in the Prompt Builder, then connect it to Salesforce Flow triggers on case creation. Most support teams have AI-powered routing live within one business day, with no custom Apex code required.
Yes. GPTfy's AI classification detects the language of each incoming case and writes it to a case field. Salesforce Flow can then route cases to language-specific queues automatically. The same classification pass also determines product area, sentiment, and priority regardless of the input language.
See AI Case Routing on Your Queue
30 minutes. Watch GPTfy classify and route cases automatically using AI content analysis integrated with Salesforce Flow.
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