AI lead routing for WordPress inquiries with a review queue

Description and use

AI‑powered routing of WordPress inquiries automatically directs messages to the appropriate team or a human review queue while preserving the original submission.

Problem

Incoming WordPress inquiries need automated routing to the correct team or a human review queue while preserving the original submission and handling uncertainty.

Outcome

Automated routing reduces manual triage, ensures inquiries reach the correct team, and maintains a recoverable queue for uncertain cases.

Workflow

• Accept form submission and save original entry
• Create or read a stable submission ID
• Apply fixed routes from controlled form fields
• Send unresolved free text to the classifier
• Validate returned JSON against a fixed list of allowed labels
• Send valid single‑intent results to the named owner
• Put uncertain, malformed, hostile, or duplicate cases into a human review queue

Evidence

AI lead routing on a WordPress site should do one small job: turn each incoming inquiry into an approved route or a human review item.

Source

Treat routing as a sequence of checks, rather than one model call.

Source

Use a schema like this as an illustrative contract: ... "enum": ["sales","support","billing","partnership","careers","manual_review"]

Source