Configuring Auto Prioritization

Updated by Bryan Chapman

Magic Prioritization is an AI-driven feature that automatically sets a thread’s priority based on conditions and custom rules you define in the Thread admin panel.

1. Configure Auto Prioritization

  1. Navigate to the Admin Panel
    • Go to Admin Panel → Magic AI → Prioritization.
  2. Click “Get Started”
    • You’ll be prompted to set priority values for impact, urgency, and employee onboarding & offboarding requests.
  3. Optional: Ignore Certain Priority Rules
    • If you'd like more control over the hard-coded rules, such as the "When it's a security issue" rule, you can choose to ignore specific rules and create custom ones for more granular requests like malware, phishing attempts, etc. However, this is entirely optional, as prioritization out-of-the-box is already highly accurate.
  4. Test Auto Prioritization Using the Emulator
    • After configuring Auto Prioritization, you can test how Magic AI prioritizes tickets using the emulator on the right. Try real-world scenarios like "I need a password reset" or copy and paste descriptions from recent service requests to see firsthand how Magic AI categorizes them.
  5. Create Custom Rules for Full Customization
    • Custom Rules give you the flexibility to create prompts or use keywords to prioritize specific requests. This allows you to get creative and have complete control over how tickets are categorized! Give it a try and tailor it to fit your needs!

2. Configure a Flow to Automatically Prioritize Incoming Threads

Now that you’ve set up Auto Prioritization, the next step is to configure a flow that will automatically prioritize incoming threads.

How to Configure the Flow

  1. Navigate to Templates
    • Go to Admin Panel → Templates → Auto Prioritization.
  2. Apply Filters
    • Apply filters that match your incoming threads. For example, you can set the filter to your incoming service boards, queues, or teams to categorize all incoming service requests.
  3. Ensure Auto Prioritization Action Is Added
    • The Auto Prioritize action is already included in the template. If you’re building your flow from scratch in the Flow Builder, scroll to the bottom, click +, then select Actions → Magic → Auto Prioritized.
  4. Save and Test
    • Save the flow changes, then test it by submitting a new service request that matches the ticket criteria you set in the flow.

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