Configuring Magic Title
Magic Title automatically updates thread titles based on the context of your conversations, ensuring everything stays synced with your PSA system.
Key Benefits of Magic Title
- ๐ Saves Time: Quickly identify the purpose of threads without reading the full conversation.
- ๐ Improves Organization: Keep your dashboard cleaner and more structured with clear, concise titles.
- ๐ฏ Boosts Focus: Spot critical topics at a glance and prioritize tasks effectively.
- โ๏ธ Streamlines Workflow: Automatically summarizes threads, reducing manual effort and improving productivity.
Use Cases
- Non-descriptive Subject Line: If a thread comes in with a vague subject, Magic Title can retitle it automatically to summarize the essence of the customerโs request.
- General Requests: When a customer simply says "Hi!" or "Help!", you can (automatically) run Magic Title after gathering more information to give it context.
- Customizable Titles: You can customize how Magic Title retitles your threads, such as adding key words like "URGENT:" to highlight important requests.
How to Set Up Magic Title
To enable Magic Title:
- Navigate to the Admin Panel
- Go to Admin Panel โ Magic AI โ Title.
- Modify the Magic Title Rules (Optional)
- You can modify the title rules for Magic Title. Check out the Magic Title Rule Creation Guide for tips and tricks.
- With Title rules, you can customize how the AI behaves by specifying formatting preferences or telling it to ignore certain words.
- Select When Magic Title Automatically Generates a Title
- Choose which types of requests (e.g., chat, email, phone) Magic Title should automatically generate a title for. You can also specify this within a flow.
Tip: By specifying it in the flows, you can target Magic Title to specific tickets based on criteria like ticket source, service board or queue, and more.
- Test Magic Title Using the Emulator
- Once you've configured Ticket Type Categorization, you can test its functionality using the emulator on the right. You can try real-world scenarios or paste descriptions from recent service requests to observe how Magic AI titles them.
- Once you've configured Ticket Type Categorization, you can test its functionality using the emulator on the right. You can try real-world scenarios or paste descriptions from recent service requests to observe how Magic AI titles them.
Manual action
You can also manually trigger Magic Title from the actions inside Thread Inbox or Pods when needed. This brings in the latest conext of the ticket, latest discussion notes, etc. to update the ticket title.
- Trigger Magic Title Manually in Thread Inbox or Pods
- Head to Thread Inbox or Pods, click on Actions โ Magic โ Generate Title.
- Watch as the magic happens instantly and the ticket title is updated!
