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How to Enable Magic Prioritization

Griffin Steinman Updated by Griffin Steinman

Magic Prioritization is one of our Magic AI features that will set an incoming thread's priority based on conditions that you set in the admin panel.

You can train Magic to prioritize your requests according to prompts you define.

To have Magic automatically prioritize incoming threads, you must:

  1. Setup Magic
  2. Configure a flow to Automatically Prioritize incoming threads

1. Setup Magic AI

First, you need to setup prompts to train Magic on how to prioritize your incoming threads. We will import the priorities from your PSA so that Magic can use them in determing request priorities.

  1. Navigate to the admin panel > Magic
  2. Select "Get Started"
  3. First, you will set the priority of the request based on the impact.
  4. Then you will set the priority of the request based on the urgency
  5. Then you will set the priority of requests related to instances of employee onboarding & offboarding, and then hit generate.
  6. Once you finish, you are able to generate custom rules at the bottom of the page.
    Use the window on the right to test out example thread summaries live! Try pasting in real thread summaries to see how it does and refine your prompts from there.
  7. For more information on each section of priorities, click here.

2. Configure a flow to Automatically Prioritize incoming threads

  1. Navigate to the Thread Admin Panel -> Templates -> Auto Prioritization, or click here.
  2. Apply filters that will match to your incoming threads. For example, you can set the filter to your incoming service board(s) to match on all incoming service requests.
    There is no need to set an Inbox Channel or Slack/Teams integration. We only want this flow to auto prioritize incoming service requests.
  3. This template already has an action added for Auto Prioritize, but if you are following along from Flow builder you can add an action by scrolling to the bottom of the flow builder, and clicking + -> Actions -> Magic -> Auto-Prioritize
  1. Save the changes to the flow and test out a new service request!

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