AI Classify

Q: What does AI see?

Only the text produced by What should AI read?, together with your questions, options and descriptions. Question IDs are never sent, and neither is any form field you did not add to that text.

Q: Can I test AI Classify without a real submission?

No. The workflow's Test button is a dry run that never calls AI. The AI step shows AI not run, and branches that depend on its answers are not predicted. Publish the workflow and submit a sample to see real answers.

Q: Why is a Score answer empty?

AI was less sure than the question's Minimum confidence, so the answer was left empty and the submission shows Needs review. Route these submissions with a does not exist condition, or lower the slider if you prefer an answer over a review.

Q: Where can I use the answers?

In every step placed after AI Classify on the same path: If / else conditions, email notification and autoresponder subjects and bodies, webhook payloads, Slack and Discord messages, Google Sheets columns, and the What should AI read? text of a later AI Classify step. An answer cannot be used as an email address.

Q: Can I see how many submissions got each answer?

Yes, on Pro and higher. The form's Analytics page counts the answers to each AI Classify question across all submissions in the form, for example how many submissions were spam or how many leads asked for a demo.

AI Classify is a step in your form’s Workflow. When a submission arrives, it sends the parts of the submission you choose to AI, asks the questions you set up, and saves one answer per question on the submission. Steps placed after it use those answers to route, filter or enrich the submission.

AI Classify step settings with What should AI read? and the ready-made question sets, next to a submission showing its AI answers for is_spam, topic, urgency and is_frustrated

Use Cases: Filtering spam before anyone reads it, qualifying leads by buying intent and company size, triaging support requests by topic and urgency, routing each request to the right team, spotting refunds, cancellations, bug reports and churn risk.

              ╭───────────────────────╮
              │  Submission received  │
              ╰───────────┬───────────╯
              ╭───────────▼───────────╮
              │      AI Classify      │
              │     Is this spam?     │
              ╰───────────┬───────────╯
              ╭───────────▼───────────╮
              │       If / else       │
              │  is_spam equals true  │
              ╰───────────┬───────────╯
             ╭────────────┴────────────╮
             │ If                      │ Else
  ╭──────────▼──────────╮   ╭──────────▼──────────╮
  │     Mark as spam    │   │      Send email     │
  ╰─────────────────────╯   │     notification    │
                            ╰─────────────────────╯

You decide what AI reads and what it answers. Forminit stores the answers with the submission, shows them in the dashboard and makes them available to every later step as variables.

How AI Classify works

Each AI Classify step has two parts: a text that tells AI what to read, and a list of questions. For each submission, AI reads the text, answers every question and Forminit saves one answer per question under its Question ID.

 What should AI read?       Questions                   Answers
 ────────────────────────   ─────────────────────────   ─────────────────────────────
 Company: Northwind Ltd     Is this submission spam?    ai.classify.is_spam = false
 Message: Can we book a  →  Which team should handle →  ai.classify.team = sales
 demo for a team of 40?     this request?
                            How ready is the sender     ai.classify.buying_intent = 2
                            to buy?

A later If / else step can then check ai.classify.team, an email subject can include {{ai.classify.buying_intent}}, and a Google Sheets step can write is_spam to a column.

Three things to know before you start:

Answers have a type. A question is a Choice (one option from a list), a Score (a number on a scale you define) or Yes / No (true or false). The type decides which comparisons later steps offer.
Order matters. Only steps placed after AI Classify on the same path can use its answers. Put it before the If / else that should route on them.
Nothing happens until you publish. Like every workflow step, AI Classify runs for new submissions only after you select Publish.

Add AI Classify to a workflow

In your Forminit dashboard, open your form and select Workflow in the form header.
Select + where the step should run, usually straight beneath Submission received, then choose AI Classify from the AI group of the action list.
Select the step to open its settings and fill in What should AI read?. Use Add field to insert the form fields your questions are about.
Select Add question. Choose Start from scratch for an empty question, or pick a ready-made question set and edit it.
For each question, write the Question, pick an Answer type and check the Question ID.
Add the steps that should use the answers after AI Classify: an If / else to route on them, an email that includes them, a Google Sheets column that records them.
Select Publish. Submit your form with a sample message, then open the submission to see the answers.

The rest of this page explains each setting, how to use the answers and what to expect when the step runs.

What should AI read?

This text box tells AI what to look at for each submission. It is the only part of the submission AI receives.

Select Add field to insert a form field as a labelled line, for example Message: {{message}}. When the workflow runs, {{message}} is replaced with that submission’s value.
Besides form fields, Add field offers Submitter Country, the two-letter country code of the submitter’s IP address, and the answers of any earlier AI Classify step on the same path.
Type fixed facts AI should know, such as what your company sells, your refund policy or the roles you are hiring for. Keep questions out of this box. They have their own section below.

A lead form might read:

Company: {{company}}
Job title: {{job_title}}
Message: {{message}}
What we sell: Project management software for teams

Keep these rules in mind:

Add only the fields your questions are about. Extra fields make answers less accurate.
A field that a submission does not include is read as empty text.
If every field is empty for a submission, AI is not asked. All answers are empty and the result shows No input.
The text can be up to 8,000 characters. A longer text cannot be published. Forminit never shortens it silently.

Questions

Each step has 1 to 10 questions. A question has three parts:

Part	What it is
Question	What you want to know, in plain words. AI reads it literally, so ask one clear thing and name exactly what to look at.
Answer type	Choice, Score or Yes / No. See below.
Question ID	A short name in `snake_case`, for example `is_spam`. It names the answer for later steps. AI never sees it.

Answer types

Answer type	What AI does	Answer value
Choice	Picks one option from a list of 2 to 10 options. Each option has a name and an optional description of when to pick it.	The name of the chosen option, for example `sales`.
Score	Rates the submission on 2 to 10 ordered levels, lowest first. Levels are numbered from 0.	A number from 0 to the top level. It can be fractional, for example `1.4`. Empty when AI is less sure than the Minimum confidence.
Yes / No	Decides whether something is true. You can describe what Yes and No mean, both or neither.	`true` or `false`. It is `true` only when AI’s confidence reaches the Yes threshold.

Choice

Use Choice to sort submissions into categories: which team, which topic, which language.

Give each option a short snake_case name and a one-line description of when to pick it. The description is what AI reads, so make it concrete.

Option	Description
`sales`	Pricing, demos, buying or upgrading
`support`	Help using the product or a problem with it
`billing`	Invoices, payments and refunds
`other`	Anything that fits none of the options above

A Choice question always produces one option, so include an option such as other or not_stated when a submission may fit none of the others. Without it, AI has to force every submission into a category.

Score

Use Score when the answer is a matter of degree: urgency, buying intent, sentiment, severity.

Describe each level as a situation rather than a degree. “It needs action today. The sender is blocked or losing money” gives AI something to check. “Very urgent” does not.

Level	Description
0	It can wait. Nothing is blocked for the sender
1	It should be handled soon. The sender is slowed down
2	It needs action today. The sender is blocked or losing money

The answer is a number from 0 to the top level. It can be fractional, such as 1.4, when a submission sits between two levels. In an If / else condition, compare a Score with greater than or equal, less than or between rather than equals.

When AI is less sure than the Minimum confidence (80% by default), the answer is left empty and the submission shows Needs review. Route these submissions with a does not exist condition, for example to a human inbox.

Yes / No

Use Yes / No for a single check: is this spam, does the sender want a demo, does the report include steps to reproduce.

Phrase the question so that Yes is the case you want to catch, and avoid negatives such as “free of”. “Is the sender asking for money back?” works. “Is this message free of refund requests?” does not.

You can describe what Yes and No mean:

	Description
Yes means	The sender asks for a refund, a chargeback or money back
No means	Any other request, including questions about the refund policy

The answer is true only when AI’s confidence reaches the Yes threshold (80% by default). Otherwise it is false.

Raise the threshold when a wrong Yes is costly. Marking a real customer’s message as spam is worse than reading one more spam message.
Lower the threshold when a missed case is costly. The ready-made Property maintenance set uses 50% for possible emergencies, because a false alarm costs a phone call and a missed gas leak costs much more.

Confidence settings

Two answer types have a confidence slider, and they behave differently:

Setting	Applies to	Default	When AI’s confidence is below it
Minimum confidence	Score	80%	The answer is empty and the submission shows Needs review
Yes threshold	Yes / No	80%	The answer is `false`

Choice questions have no confidence setting. AI always picks an option.

Write questions AI can answer

Ask one thing per question. Split “Is this urgent and is the sender upset?” into two questions.
Name what to look at. “How well does the applicant’s experience match the role they applied for?” tells AI to compare two fields. “Is this a good candidate?” leaves it guessing.
Give AI the facts it needs. If the answer depends on your pricing, policy or service area, put that in What should AI read? as a fixed line.
Describe options and levels as situations. AI matches the submission against your descriptions, so the better they describe real submissions, the better the answers.
Start from a ready-made set. The sets below are written this way. Edit one rather than starting blank.

Ready-made question sets

Add question opens a menu. Start from scratch adds one empty question. Every other entry adds a ready-made set of questions that you can edit, reorder or remove afterwards. When you choose a set, the What should AI read? placeholder suggests matching fields from your form.

General	Industry
Spam filter	Orders and returns
Lead qualification	Real estate inquiries
Quote requests	Legal intake
Support triage	Insurance claims
Route to a team	Nonprofit inquiries
Refunds and cancellations	Renovation and installation
Job applications	Print, signage and manufacturing
Customer feedback	Property maintenance
Churn risk	Catering and events
Bug reports	Language routing
Business inquiries	Appointment requests
Agency enquiries
Onboarding answers
Safety check

A set can be added only when the step has enough free question slots. Each step holds up to 10 questions.

Every set is listed with its questions, options and levels in the reference at the end of this page.

Use the answers in later steps

Each answer is a variable named ai.classify.<question ID>. A question with the ID is_spam produces {{ai.classify.is_spam}}.

Only steps placed after the AI Classify step on the same path can use its answers. A step on another branch, or above the AI step, does not see them.

Step	How it uses the answers
If / else	AI answers are listed first in the field menu, tagged AI. Comparisons depend on the answer type, see the table below.
Send email notification, Send autoresponder email	Insert answers into the subject or body with the variable picker. An answer cannot be used as an email address.
Send webhook	The payload includes the answers under `ai.classify`, keyed by Question ID.
Send Slack notification, Send Discord notification	Messages can include the answers.
Send to Google Sheets	Map an answer to a column. An empty answer leaves the cell empty.
AI Classify (a later step)	Add an earlier step’s answers to What should AI read? with Add field.

A webhook payload carries the answers like this:

"ai": {
  "classify": {
    "is_spam": false,
    "team": "sales",
    "urgency": 1.4
  }
}

Conditions by answer type

Answer type	Comparisons in If / else
Choice	Equals, does not equal, is one of, is not one of
Score	Equals, does not equal, greater than, greater than or equal, less than, less than or equal, between
Yes / No	Equals `true` or `false`
All types	Exists, does not exist

Use does not exist to route answers that are empty: a Score below the Minimum confidence, a submission with No input, or a step skipped for Plan required.

              ╭────────────────────────────╮
              │        AI Classify         │
              │      urgency (Score)       │
              ╰──────────────┬─────────────╯
              ╭──────────────▼─────────────╮
              │         If / else          │
              ╰──────────────┬─────────────╯
                             │
         ╭───────────────────┼───────────────────╮
         │ If: urgency       │ Else if: urgency  │ Else
         │ does not exist    │ >= 2              │
╭────────▼────────╮ ╭────────▼────────╮ ╭────────▼────────╮
│   Email triage  │ │   Notify Slack  │ │   Email support │
│      inbox      │ │                 │ │                 │
╰─────────────────╯ ╰─────────────────╯ ╰─────────────────╯

Put the does not exist branch first. Otherwise an empty answer fails every comparison and falls through to Else, where it is easy to miss.

Several AI Classify steps

On Pro and higher, a workflow can hold up to 5 AI Classify steps, with up to 3 on one path. The Free plan allows one. A later step can read an earlier step’s answers in its What should AI read? text, for example to ask a follow-up question only about submissions that were not spam.

If two earlier AI Classify steps use the same Question ID, the step that uses the answer asks you to pick which one it means.

Rename a Question ID

Renaming a Question ID does not update steps that already use the old name. When you select Publish, Forminit lists the broken references so you can point each one at the new name.

Example workflows

Filter spam and route the rest to a team

Available on all plans.

Use one contact form for sales, support and general enquiries. This example adds the Spam filter and Route to a team sets to one AI Classify step, then routes on both answers with a single If / else.

Add AI Classify after Submission received.
In What should AI read?, use Add field to insert the sender’s name, email and message.
Select Add question, then Spam filter. Select Add question again, then Route to a team. The step now has two questions: is_spam (Yes / No) and team (Choice).
Add If / else after AI Classify and configure its branches using the table.
On the If branch, add Mark as spam. On each other branch, add Send email notification and set its recipient.
Select Publish, then submit one sample enquiry for each route and one obvious spam message.

Branch	Condition	Action
If	`is_spam` equals `true`	Mark as spam
Else if	`team` equals `sales`	Email `sales@example.com`
Else if	`team` equals `support`	Email `support@example.com`
Else	No earlier branch matched	Email `hello@example.com`

                              ╭───────────────────────╮
                              │  Submission received  │
                              ╰───────────┬───────────╯
                              ╭───────────▼───────────╮
                              │      AI Classify      │
                              │    is_spam · team     │
                              ╰───────────┬───────────╯
                              ╭───────────▼───────────╮
                              │       If / else       │
                              ╰───────────┬───────────╯
         ╭─────────────────────┬──────────┴──────────┬─────────────────────╮
         │ If: is_spam         │ Else if: team       │ Else if: team       │ Else
         │ equals true         │ equals sales        │ equals support      │
╭────────▼────────╮   ╭────────▼────────╮   ╭────────▼────────╮   ╭────────▼────────╮
│   Mark as spam  │   │      Email      │   │      Email      │   │      Email      │
╰─────────────────╯   │      sales@     │   │     support@    │   │      hello@     │
                      ╰─────────────────╯   ╰─────────────────╯   ╰─────────────────╯

The spam check comes first, so a spam message never reaches a team inbox. Billing questions fall through to Else, because the billing option has no branch of its own. Add an Else if for it when your billing team wants its own inbox.

Forminit’s own spam protection runs before the workflow, so this step sees only submissions that passed it. AI Classify adds a second layer for messages that look legitimate to filters but not to a reader: SEO offers, link requests, vendor pitches.

Qualify leads and alert sales

Requires Pro or higher for the Google Sheets and Slack steps.

Use a lead form with company, job title and message fields. This example records every lead in Google Sheets, then alerts sales in Slack only for leads who are ready to buy or ask for a demo.

Add Send to Google Sheets after Submission received and map the lead’s name, email and company to columns.
Add AI Classify after the Google Sheets step. In What should AI read?, insert the company, job title and message fields, then add a line describing what you sell.
Select Add question, then Lead qualification. The set adds buying_intent (Score, levels 0 to 2), company_size (Choice) and wants_demo (Yes / No).
Add If / else after AI Classify. Set the If branch to Match any with two conditions: buying_intent greater than or equal 2, and wants_demo equals true.
On the If branch, add Send Slack notification for your sales channel and include {{ai.classify.company_size}} in the message.
On the Else branch, add Send email notification for your general enquiries inbox.
Select Publish and submit sample leads: one that mentions a budget and timeline, one asking for a demo, and one that is only browsing.

                ╭───────────────────────╮
                │  Submission received  │
                ╰───────────┬───────────╯
                ╭───────────▼───────────╮
                │ Send to Google Sheets │
                ╰───────────┬───────────╯
                ╭───────────▼───────────╮
                │      AI Classify      │
                │     buying_intent     │
                │       wants_demo      │
                ╰───────────┬───────────╯
                ╭───────────▼───────────╮
                │       If / else       │
                │  buying_intent >= 2   │
                │  or wants_demo true   │
                ╰───────────┬───────────╯
              ╭─────────────┴─────────────╮
              │ If                        │ Else
  ╭───────────▼───────────╮   ╭───────────▼───────────╮
  │      Notify sales     │   │     Email general     │
  │        in Slack       │   │       enquiries       │
  ╰───────────────────────╯   ╰───────────────────────╯

A message that mentions a budget and a start date scores 2 and reaches Slack. A message asking about pricing scores around 1 and goes to the general inbox. If AI is less sure than the Minimum confidence, buying_intent is empty and the lead follows Else as well, so nobody is lost.

Google Sheets runs before AI Classify, so every lead is recorded even when classification fails. To record the answers too, place the Google Sheets step after AI Classify and map buying_intent and company_size to columns.

Where results appear

Where	What you see
Submission detail	One block per question with its answer, above the sender details. While AI is working it shows Classifying….
Submission Workflow section	The AI Classify step with its status and answers. When it failed, a Retry button.
Settings > Logs	Entries labelled AI Classify: completed, no input, skipped, retry scheduled or held.
Form Analytics	For each AI Classify question, how many of the form’s submissions got each answer. Pro and higher.

The submissions table does not show AI columns. Open a submission to see its answers, or open the form’s Analytics page for totals across all of its submissions, such as how many were spam or how many leads asked for a demo.

A submission’s AI block shows one of these states:

State	Meaning
Classifying…	AI is working on this submission. Later steps wait for it.
Needs review	A Score answer was below the Minimum confidence. That answer is empty.
No input	Every field in What should AI read? was empty for this submission. AI was not asked.
Failed	AI could not be reached or returned an error. The workflow stopped at this step. See failures and retries.
Plan required	The step was skipped because the form’s plan does not include it. See Plans.

How it runs

AI Classify runs when a submission arrives, before any step placed after it. The workflow waits for the answers, so later steps always see them.

Test is a dry run

The workflow’s Test button never calls AI. In a test, the AI Classify step shows AI not run, and branches that depend on AI answers are not predicted. AI runs only for real submissions. To check your questions, publish the workflow and submit a few sample messages.

Failures and retries

If AI fails, for example because the AI service is busy or unreachable, the submission is kept and the workflow stops at the AI Classify step. Steps before it have already run. Steps after it have not.

╭─────────────────────────╮
│  Send to Google Sheets  │  ✓ ran before AI Classify, not run again
╰────────────┬────────────╯
┏━━━━━━━━━━━━▼━━━━━━━━━━━━┓
┃       AI Classify       ┃  ✗ failed, the workflow stops here
┗━━━━━━━━━━━━┯━━━━━━━━━━━━┛  ↻ Retry continues from this step
             │
╭────────────▼────────────╮
│ Send email notification │  runs once AI Classify succeeds
╰─────────────────────────╯

Forminit retries automatically when the failure is temporary. You can also select Retry in the submission’s Workflow section. The workflow then continues from the AI step: it classifies the submission and runs the steps after it. Steps that already ran, such as an email that was already sent, do not run again.

Old submissions

Submissions received before you added the step are never classified automatically, including after an upgrade. Only an explicit Retry reruns a failed step, and only for that submission.

What is sent to AI

For each submission, Forminit sends the text produced by What should AI read?, together with your questions, options and descriptions, to an AI service, and stores the answers with the submission.

Nothing outside that text is sent. A form field you did not add is not included, and neither are Question IDs or submissions caught by Forminit’s spam protection, which never reach the workflow. To keep a field such as the sender’s email out of AI’s view, leave it out of What should AI read?.

AI Classify is off until you add it. Forms whose workflow has no AI Classify step send nothing to the AI service, and a new step runs only for submissions received after you publish it. The AI service processes the text in the United States and does not use it to train models. It is listed with the other subprocessors on the GDPR page.

Limits

Limit	Value
AI Classify steps per workflow	5 on Pro and higher, 1 on Free
AI Classify steps on one path	3
Questions per step	1 to 10
Options per Choice question	2 to 10
Levels per Score question	2 to 10
What should AI read? text	8,000 characters
All questions, options and descriptions in one step	8,000 characters

A workflow that exceeds a limit cannot be published. Forminit points to the step that needs fixing.

Plans

AI Classify is available on all plans, including Free. The Free plan allows one AI Classify step per workflow. Adding another asks you to upgrade to Pro, which allows up to 5. For forms in a workspace, the workspace owner’s plan applies. See pricing for plan details.

Answer counts on the form’s Analytics page need Pro or higher, like the rest of Analytics. On Free, the answers still appear on each submission and work in later steps.

After a downgrade, AI Classify steps that your new plan does not include stay in the workflow but are skipped. Their answers are empty, the rest of the workflow still runs, and the submission shows Plan required. Conditions on their answers then behave as if the answer does not exist. The steps run again for new submissions after an upgrade.

Troubleshooting

Problem	What to check
The answers do not appear in an If / else field menu	The AI Classify step must be before the If / else on the same path. Move it, then publish.
A submission shows No input	Every field in What should AI read? was empty for it. Check that the inserted fields match the names your form sends, and add the fields your questions are about.
A Score answer is empty or shows Needs review	AI was less sure than the Minimum confidence. Route empty answers with does not exist, make the level descriptions more distinct, or lower the slider.
A Yes / No answer is `false` when it should be `true`	Phrase the question so Yes is the case you want to catch, describe what Yes means, and lower the Yes threshold if missed cases cost more than false alarms.
A Choice answer is often wrong	Add a one-line description to each option, include an `other` option, and remove fields the question is not about from What should AI read?.
Publish reports the text is too long	What should AI read?, and all questions with their options and descriptions, must each stay within 8,000 characters. Remove fields or shorten fixed facts.
Publish lists broken references	A Question ID was renamed. Point each listed step at the new name.
You cannot add another AI Classify step	The Free plan allows one AI Classify step per workflow. Pro and higher allow up to 5, with up to 3 on one path.
Test shows AI not run	Expected. Test is a dry run. Publish and submit a sample to see real answers.
The step shows Failed	Open the submission’s Workflow section for the error. Forminit retries temporary failures automatically, or select Retry.
The step shows Plan required	The form’s plan, or the workspace owner’s plan, does not include this step, for example a second AI Classify step on the Free plan. Upgrade to run it for new submissions.
Old submissions have no answers	Submissions received before the step was published are never classified automatically.

FAQ

Which plans include AI Classify?

AI Classify is available on all plans, including Free. The Free plan allows one AI Classify step per workflow, and Pro and higher allow up to 5. For forms in a workspace, the workspace owner’s plan applies.

Does AI Classify run on submissions I already received?

No. The step runs only for submissions that arrive after you publish it. Old submissions are never classified automatically, and only an explicit Retry reruns a failed step.

What does AI see?

Only the text produced by What should AI read?, together with your questions, options and descriptions. Question IDs are never sent, and neither is any form field you did not add to that text.

Can I test AI Classify without a real submission?

No. The workflow’s Test button is a dry run that never calls AI. The AI step shows AI not run, and branches that depend on its answers are not predicted. Publish the workflow and submit a sample to see real answers.

Why is a Score answer empty?

AI was less sure than the question’s Minimum confidence, so the answer was left empty and the submission shows Needs review. Route these submissions with a does not exist condition, or lower the slider if you prefer an answer over a review.

Can a Score answer be a decimal?

Yes. A Score is a number from 0 to the top level and can be fractional, such as 1.4, when a submission sits between two levels. Compare it with greater than or equal, less than or between rather than equals.

Where can I use the answers?

In every step placed after AI Classify on the same path: If / else conditions, email notification and autoresponder subjects and bodies, webhook payloads, Slack and Discord messages, Google Sheets columns, and the What should AI read? text of a later AI Classify step. An answer cannot be used as an email address.

Can I see how many submissions got each answer?

Yes, on Pro and higher. The form’s Analytics page counts the answers to each AI Classify question across all submissions in the form, for example how many submissions were spam or how many leads asked for a demo.

What happens if AI fails?

The submission is kept and the workflow stops at the AI Classify step. Forminit retries automatically when the failure is temporary, and you can select Retry in the submission’s Workflow section. The workflow then continues from the AI step, and steps that already ran do not run again.

Ready-made question sets reference

Every set as it ships in the product, with its questions, answer types, Question IDs, options and levels. Add a set from the Add question menu, then edit, reorder or remove its questions like any other.

The suggested What should AI read? text uses placeholders such as {{message}}. When you add a set, the placeholder suggests matching fields from your form. Select Add field to insert your own fields in their place, and keep any fixed facts the set relies on, such as what you sell.
Every Score question uses a Minimum confidence of 80% and every Yes / No question uses a Yes threshold of 80%, except where noted.
A set can be added only when the step has enough free question slots. Each step holds up to 10 questions.

Set	Use it to	Question IDs
Spam filter	Catch ads, scams and bot messages before anyone reads them	`is_spam`
Lead qualification	Rate buying intent and company size, and spot demo requests	`buying_intent`, `company_size`, `wants_demo`
Quote requests	Size the project and check for a budget and timeline	`project_size`, `budget_stated`, `timeline`
Support triage	Sort requests by topic and urgency, and flag upset customers	`topic`, `urgency`, `is_frustrated`
Route to a team	Send each submission to sales, support or billing	`team`
Refunds and cancellations	Spot refund and cancellation requests so you can act fast	`refund_requested`, `cancellation_requested`
Job applications	Rate role fit and seniority, and check for work samples	`role_fit`, `seniority`, `has_work_samples`
Customer feedback	Measure sentiment, sort feedback and find who wants a reply	`sentiment`, `feedback_type`, `wants_reply`
Churn risk	Find unhappy customers who may leave, and why	`churn_risk`, `mentions_competitor`, `main_reason`
Bug reports	Rate severity and check that the report can be reproduced	`severity`, `has_steps`
Business inquiries	Separate sales leads from partners, press, recruiters and vendors	`inquiry_type`
Agency enquiries	Tell new projects apart from client support, partners and sales pitches	`enquiry_type`
Onboarding answers	Check that a client’s written answer really answers your question	`answer_complete`
Safety check	Flag abusive messages and sensitive personal data	`is_abusive`, `has_sensitive_data`
Orders and returns	Sort shop messages into order status, returns, damage and cancellations	`order_request`, `has_order_number`
Real estate inquiries	Tell buyers, sellers and renters apart and see how soon they move	`client_type`, `move_timeline`, `financing_ready`
Legal intake	Find the practice area and flag matters with a close deadline	`practice_area`, `is_time_sensitive`
Insurance claims	Sort claims by type and catch reports with missing details	`claim_type`, `details_missing`
Nonprofit inquiries	Route donors, volunteers, event guests and people asking for help	`contact_reason`
Renovation and installation	Sort jobs by service and intent, and spot descriptions that need more detail	`service_category`, `request_intent`, `description_ready`
Print, signage and manufacturing	Find the product, spot who needs design help and check the job can be priced	`product`, `needs_design_help`, `spec_clear`
Property maintenance	Send repairs to the right trade and flag possible emergencies for review	`trade`, `possibly_urgent`
Catering and events	Route by event type and tell catering-only requests from full service	`event_type`, `service_level`
Language routing	Detect the language so the right person replies	`language`
Appointment requests	Tell new bookings apart from changes, cancellations and questions	`request_type`

The first 14 sets are listed under General in the menu, the rest under Industry.