How to set-up Service Copilot Auto-Prioritization

Griffin Steinman Updated by Griffin Steinman

Copilot Auto-Prioritization is currently in Preview.

To request this feature, contact us at help.getthread.com and tell us that you want Auto-Prioritization enabled in your Thread workspace.

Auto-Prioritization is one of our CoPilot features that will set an incoming threads priority based on conditions that you set in the admin panel.

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

To have Copilot automatically prioritize incoming threads, you must:

  1. Setup Copilot with prompts for each Priority level
  2. Configure a flow to Automatically Prioritize incoming threads

1. Setup Copilot with prompts for each Priority level

First, you need to setup prompts to train Copilot on how to prioritize your incoming threads. We will import the priorities from your PSA so that Service Copilot can leverage them.

  1. Navigate to the admin panel > Copilot
  2. Set a prompt for each priority level. We recommend starting with the sample prompts below and modifying from there.
    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.
  3. Once you've inputted and customize your prompts, click Save.

2. Configure a flow to Automatically Prioritize incoming threads

  1. Navigate to the Thread Admin Panel -> Flows here
  2. Click Create Flow
  3. Name the flow, e.g. "Copilot Auto Prioritization" and click Create Flow
  4. 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.
  5. At the bottom click the "+ to add a new Action.
  6. Once there, click Actions -> Copilot -> Auto-Prioritize
  7. Save the changes to the flow and test out a new service request!

How did we do?

Starter Prompts for Service Copilot Auto-Prioritization

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