Triage Categories

The agent classifies every inbound message with one of these categories and writes to three HubSpot ticket properties: agent_category (category slug), hs_ticket_priority (LOW/MEDIUM/HIGH/URGENT), and pre_ship_action_needed (true/false — set true when the category is pre-ship sensitive). Use pre-ship sensitive for categories that need attention before the warehouse runs (cancellations, swaps, address changes).