Creating Your First Intents for Magic Agents

Updated by Tom Sopwith

The fastest way to get started building intents is to build out some of the intents from our Service Catalog. All you need to do is copy-paste some of our recommended intents into your Catalog.

1. Start by Creating these intents

We had Magic AI analyze thousands of tickets and identify the top request categories to build intents for. Follow the guides below to create our recommended intents. Following these guides will teach you how to build and manage intents to handle approximately 50% of your service volume. What about the rest? That's where the master intent comes in!

Each of these intents is available as a template in your admin panel. You can add and activate each one individually, by selecting it and choosing Start from Template, and making customizations as required. You can also select Add all templates to populate your entire catalog in seconds.

When you select Add all templates, they will be added to your catalog with the status of Inactive, giving you the opportunity to review each one, and make customizations before activating them for your clients

Below you can read about each template and review the form questions.

  1. User Access & Account Management
    1. Access Request Intent & User Access Removal Intent - ~30% of IT service requests
    2. Employee Onboarding Intent & Employee Offboarding Intent - ~5% of IT service requests
    3. Password Assistance Intent - ~5% of IT service requests
  2. Software Support
    1. Software Installation and Configuration Request Intent - ~7% of IT service requests
    2. How Can I M365 Intent
  3. Procurement & Hardware Support - 5% of IT service requests
    1. New Equipment Request Intent
    2. New Computer Request Intent
    3. New Phone Request
    4. Equipment Relocation Request Intent
  4. Security, Risk, and Compliance Management - ~2% of IT service requests
    1. Security Incident Notification Intent
    2. Phishing or Scam Email Report Intent
    3. Block Email Domain or Sender Intent
  5. Data and Information Management - ~2% of IT service requests
    1. Data Retrieval Request Intent & Information Retrieval Request Intent

2. Want to build something specific? Ask Magic Agent for help

Do you have an idea for an intent but not sure what to build? Magic Agent can help build your intents!

Yes! We built an intent to create intents! This intent is available when messaging our Help Desk at getthread.com/help - start a support chat with us and ask for help building your next intent our agent will assist you!

Try it out:

  1. Navigate to getthread.com/help
  2. Start a new support chat
  3. Ask for assistance creating an intent
    Example:
I'm an IT Managed Service provider. I manage backups for my customers computer workstations, servers, onedrive, etc. I need help crafting an intent to manage data retrieval requests. Here are some examples of data retrieval requests I get from my customers: “I accidentally deleted a file from my workstation. Can you restore it from the backup?” “We need to retrieve an archived email from six months ago for compliance reasons.” “Can you restore the files from the 'Projects' folder on our shared drive to their version from last Friday?” “Our server crashed, and we need a full restore of all data from the last nightly backup.” “Can you recover files from John’s OneDrive? He left the company, and we need access to his project files.” “We lost access to the old SQL database. Can you restore the most recent backup?”
  1. In the chat, you can ask the agent to refine the intent it builds until you are happy with it.
  2. When you're happy with the output, navigate to Thread Admin -> Magic AI -> Agent -> Catalog -> Create Intent and copy over the intent it created.
  3. Try it out!

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