Patient Portal Message Triage Agent

Portal messages range from billing questions to new chest pain, and urgent ones can sit in the wrong queue. This agent reads each incoming message and first screens it for red-flag symptoms, such as chest pain, breathing trouble or suicidal thoughts. Those go straight to a nurse with a call-back prompt. It then sorts the rest into urgent clinical, routine clinical, refill, scheduling, forms or billing, and routes each to the right queue. A message that mixes topics is routed by its most urgent part. For routine items it pulls the facts the responder needs, such as last visit, current medications and pending orders, and drafts a reply for staff to edit. A staff member approves and sends every reply. The agent checks each message is answered within the target time and escalates late ones. Edge case: a refill request that mentions a new symptom is treated as clinical.