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Get Started with Intents in Minutes

The quickest way to begin automating your support workflows is by using Thread’s ready-made intent templates. These templates are designed to cover the most common service requests, helping you handle up to 50% of your service volume: right out of the box. Let’s walk you through how to set them up and customize them for your needs. We’ve analyzed thousands of service tickets to uncover the most frequent request categories. These high-impact intent templates are available directly in your Thread Admin panel. You can:
  1. Add templates individually – Browse, customize, and activate as needed.
  2. Add all templates at once – Instantly populate your entire catalog.
When using “Add all templates”, all intents will appear as Inactive in your catalog. This gives you time to review and fine-tune them before activating them for your clients.

2. Have a Custom Use Case? Ask Triage Agent!

Got a specific intent in mind, but don’t know how to build it? Let Triage Agent do the heavy lifting. Yes—you can literally use an intent to create intents. Just start a conversation with our support team and ask for help crafting your next one.
Using Triage Agent to help create a new intent

Try It Out

1

Go to getthread.com/help

Go to getthread.com/help
2

Start a support chat

Start a support chat
3

Ask for help building a custom intent

Ask for help building a custom intent
Example Request:
“I’m an IT managed service provider. I manage backups for client workstations, servers, OneDrive, etc. I need help creating an intent for data retrieval requests. Here are examples my clients often send…”
The Triage Agent will help you build, refine, and finalize the perfect intent based on your real-world needs. Once you’re satisfied with the output, head to:
Thread Admin → Magic Agents → Catalog → Create Intent and paste in the content generated by Triage Agent, and you’re good to go!

Control who can use an intent

Each intent variation has visibility filters that decide which end users Triage Agent offers it to. You can combine several filters on one variation. For example, you can limit a password reset for Microsoft 365 to Technical Contacts at clients with the Microsoft 365 company type. Sensitive or tenant-wide automations then only run for the people who should be able to trigger them.

How filters combine

  • Every filter you turn on must match. A variation with Contact types: Technical Contact and Company types: Microsoft 365 only matches a Technical Contact at a Microsoft 365 client.
  • Each filter has its own Only Include or Exclude setting. For example, you can include one company type and exclude a few specific clients.
  • The most specific variation wins. When more than one variation matches an end user, Triage Agent uses the one with the most filters. On a tie, a company type, parent company or top level filter beats a specific clients filter, which beats a contact type filter. If it’s still a tie, the variation created first wins.
  • All clients is the fallback. A variation set to All clients matches anyone that no more specific variation matches.

Set up filters on a variation

1

Open the intent

In Thread Admin, open the intent and select the variation you want to limit, or add a new variation.
2

Turn on the filters you need

Under Visibility filters, clear All clients and check each filter you want: Specific clients, Company types or Contact types. Autotask workspaces also see Parent companies, and Halo workspaces see Top levels.
3

Choose values and a mode for each filter

Pick the values for each filter, then choose Only Include or Exclude for that filter.
4

Save and test

Save the intent. In the emulator next to the intent, use Testing as to pick a specific contact, or a combination of filters, and check which variation Triage Agent offers before you turn it on for everyone.

Example

A Reset MFA intent with three variations:

Good to know

  • Filters only see the types a contact or client actually has. Before you rely on a contact type or company type filter, check that the contacts and clients it should cover have that type.
  • A variation needs at least one value or All clients. A variation with All clients cleared and no values selected never matches anyone.
  • Switching back to All clients clears the filters. When you set a variation back to All clients, in Thread Admin, Super Magic or Thread MCP, Thread removes its filter values and resets each filter to Only Include, so the variation shows to everyone again.

Connect an Intent to an Automation

An intent does not have to end with a technician. Any variation can POST the fields it collected to a URL, so Rewst, Power Automate, Zapier or Make can do the work and report back, including asking the customer follow-up questions when a lookup fails. See Trigger Automations with the Triage Agent Automation URL.

Ready to Scale Your AI Service Desk?

Get started today by exploring the pre-built templates or letting Triage Agent help you build your next great intent. Need help? We’re just a message away getthread.com/help