Escalation + Routing Rules Engine

Replaces a $48k Support Coordinator. Routes every ticket to the right rep within 30 seconds.

The Problem

An SMB owner spends $48k/yr on a Support Coordinator who manually triages every ticket — figuring out tier (T1 vs T2), urgency (P1/P2/P3), topic (billing/tech/refund), and which rep is on shift and not buried. The role is 85% lookup + rule-following — exactly what a deterministic rules engine + LLM tiebreaker handles in 4 seconds.

The Outcome

New ticket arrives → agent reads it, applies the brand's routing rule pack (e.g. 'enterprise + P1 → on-call lead'; 'refund > $500 → owner'), assigns the rep, sets SLA timer, and escalates to a backup if the primary doesn't ack within X minutes.

Day in the Life

Mon 8:09am: ticket 'order #1042 says delivered but missing' → P2-shipping → routed to Sara, SLA 2h, owner CC'd

Mon 10:33am: SLA timer hits 90% with no ack → agent re-routes to backup Mike + posts owner alert

Hourly: re-evaluates the queue; flags 3 tickets that are stale > 24h, suggests reassignment

Deploy Specs

Runtime

python

Pattern

native-agent

Tier

medium

Setup Time

hours

Required Env Vars

ANTHROPIC_API_KEYCHATWOOT_API_TOKENCHATWOOT_BASE_URLSLACK_BOT_TOKENGOOGLE_CALENDAR_OAUTH_TOKENPAGERDUTY_API_KEY

Integrations

ChatwootZendeskSlackGoogle CalendarPagerDuty

GitHub Source

Repository

danny-avila/LibreChat

Stars

36,230

License

MIT

Last Commit

2026-04-29

Replace

Support Coordinator

$48,000/yr

AgentDepot

$299/month

Save $44,412/yr · 13.4x cheaper

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Also Replaces

×Zendesk Routing add-on $35/agent/mo

×Freshdesk Pro $49/agent/mo

×Help Scout Plus $40/seat/mo

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Bundles Well With

→ chatwoot-ticket-triage → kotaemon-faq-helper → mem0-customer-memory