Request Triage Assistant

What this assistant does

Help each request reach the right staff queue

The Request Triage Assistant supports Public Recorder staff at intake. It reads incoming requests, suggests a category from your office-approved list, and prepares a routing recommendation with a short explanation. It organizes the handoff; it does not decide what records may be disclosed or send documents to a requester.

From incoming request to a prepared handoff

1. Receive and summarize. Read the request and permitted attachments from approved SBS Portals intake records. Summarize what the requester is asking for and capture available references, dates and contact details without inventing missing information.
2. Suggest a category. Compare the request with your configured request types, such as document copies, record searches, recording-status enquiries or index-correction questions. If the request spans several categories or is unclear, flag it for staff review.
3. Check routing information. Identify missing details needed to choose a destination, such as a document reference or requested date range. Draft a focused clarification question for staff approval rather than treating an incomplete request as rejected.
4. Prepare the destination. Use the office-approved routing matrix to suggest a responsible team or queue. Include the category, reason for the recommendation, relevant references and unresolved questions. Requests outside the office’s configured scope go to staff for direction.
5. Review and route. Present the recommendation to Public Recorder staff. Where explicitly authorized, clearly defined routine requests may be routed within SBS Portals; ambiguous, sensitive and multi-department requests remain in the review queue.
6. Track the handoff. Record the classification and routing history. When clarification arrives or staff change the category, refresh the recommendation and retain the reason for the change. Urgency indicators are flagged for staff; statutory deadlines are not inferred as authoritative.

Example: a copy request and an index question

A requester asks for a copy of a recorded document and also reports that a party name appears incorrect in the index. The assistant identifies two possible categories, summarizes both needs, and prepares suggested destinations under the routing matrix. Staff decide whether to create linked tasks, request clarification or assign one team to coordinate the response. The assistant does not amend the index or release the document.

How it works with SBS Portals

Configure approved intake sources, request categories, staff queues and routing permissions. The assistant can prepare a summary, attach its routing recommendation and record the handoff in the existing SBS workflow. Applicant communications, cross-team access and any automatic routing follow the permissions and rules approved by your office.

Configure around your office

Start with a defined set of request types, a current routing matrix and representative examples. Include incomplete, misdirected and mixed-purpose requests in testing. Staff define escalation contacts, permitted actions and the circumstances that require review. This assistant focuses on classification and routing; substantive records review and response preparation remain separate workflow steps.

Can be configured to

• Summarize incoming requests and capture available references
• Suggest categories from an office-approved request list
• Identify missing details needed for routing
• Flag ambiguous, mixed-purpose and out-of-scope requests
• Prepare a destination recommendation with supporting reasons
• Draft clarification questions for staff approval
• Route authorized routine requests and retain handoff history in SBS Portals