comms-triage-agent

Autonomous triage, revision, and escalation for internal comms intake — built on Apps Script + Gemini with a three-prompt architecture. Deployed across a ~1,000-engineer org (Principal / Distinguished / Fellow tier at Google xGE); recaptured ~160 operational hours/year at >90% classification accuracy.

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What It Does

Incoming comms requests hit a Google Form. The agent runs three sequential prompts — triage (classify intent and urgency), revise (rewrite or flag for structural issues), escalate (route to owner or hold for human review) — with conditional knowledge base loading at each step. No human in the loop unless the confidence threshold isn't met.

Why It Matters

Senior ICs at the Principal/Distinguished/Fellow tier generate a high volume of comms intake that doesn't need a human first pass — but it does need judgment. This agent applies that judgment at intake, before anything reaches a program manager. The 160 hrs/year figure comes from logging actual triage volume against pre-automation baseline across the org.

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Architecture

Form submission → triage prompt (classify + KB load)
                → revision prompt (rewrite or flag)
                → escalation prompt (route or hold)
                → output to Sheets + optional email trigger

Three prompts, not one. Each prompt has a defined scope and a conditional exit. The KB load is gated — not every request pulls the full context window.

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Quick Start

Prerequisites: Google Workspace account, Gemini API key, Apps Script access.

1. Clone or copy the script files into a new Apps Script project bound to a Google Sheet.

2. Set script properties (Extensions → Apps Script → Project Settings → Script Properties):

   GEMINI_API_KEY=your_key_here
   TRIAGE_KB_URL=your_knowledge_base_sheet_id
   ESCALATION_EMAIL=owner@yourdomain.com
   

3. Configure your intake form. The bound Sheet must have columns matching the field map in config.gs. Adjust FIELD_MAP to match your form structure.

4. Deploy the trigger:

   Apps Script → Triggers → Add Trigger
   Function: onFormSubmit
   Event: From spreadsheet → On form submit
   

5. Test with a sample submission. Run testTriageAgent() from the script editor to fire a dry-run against the first row of your Sheet without sending escalation emails.

6. Review output in the Triage_Log tab — classification label, revision diff, escalation decision, and confidence score per submission.

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Methodology Note

The ~160 hrs/year figure is derived from: average triage time per request (pre-automation baseline) × monthly request volume × 12, compared against post-deployment human-review rate. Logging lives in the Triage_Log tab. If you're running this in a different org, your baseline will differ — the config.gs file exposes the volume and time-per-request constants so you can recalculate against your own numbers.

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What This Demonstrates

• Agentic system design — multi-step prompt architecture with conditional branching, not a single-shot LLM call
• Production judgment — built for a real org, real volume, real accountability tier (top 0.5% of a 180K-person eng org)
• Ops thinking — the metric isn't "it works," it's hours recaptured and classification accuracy
• Comms domain depth — the triage logic reflects actual comms intake patterns, not generic classification

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Stack

Google Apps Script · Gemini API · Google Sheets · Google Forms

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Part of a broader agentic comms infrastructure built at Google xGE. See also: Voice DNA RAG pipeline · AI Mentorship Platform