Classifies inbound user reports and routes against the policy taxonomy.
Activation complexity
Medium
Time to activate
12-16 days
Volume share
35-45% of role volume
Impact range
60-80% faster
Inherited pricing
€1.50 – €4.50 per Trust & Safety case handled
This capability shares the Trust & Safety Specialist's metered unit. A Trust & Safety case handled is counted once at the role level regardless of which capability handled it. Adding this capability to an active deployment does not change the per-action price.
What this capability handles
Report Triage intakes user-submitted reports, classifies them against the policy taxonomy, prioritises on severity, and routes to the right queue — with policy-ambiguous and severity-sensitive reports routed to the reviewer.
Workflow summary
Reads report, classifies policy, prioritises severity, routes to queue.
Stages
Decision logic
Uses policy taxonomy, severity rubric, and user-history signals to decide auto-classify, route-to-queue, or flag for reviewer.
Systems and data
{"case management","report intake","content-moderation tooling",messaging}
{"report records","policy taxonomy","user history","prior case outcomes"}
Exceptions & human handoff
Policy-ambiguous reports, repeat-offender cases, and severity-sensitive reports route to the reviewer for review.
Policy ambiguity, severity-sensitive flag, or repeat-offender pattern.
Readiness
Policy taxonomy documented, case-management system wired, severity rubric approved.
Owner on client side · Head of Trust & Safety
Impact contribution
30-40% of role impact is report-triage cycle compression and policy-taxonomy fidelity.
Primary KPI · Report-handle time · 60-80% faster
Capability-specific integrations
Beyond the Trust & Safety Specialist's base stack, this capability plugs into:
The chat opens with Trust & Safety Specialist and Report Triage pre-selected. You can add other capabilities during the conversation.