Getting Started with Service Copilot Auto-Categorization

Griffin Steinman Updated by Griffin Steinman

Please note that this feature is in preview and is available for partners by request. To request this feature, email us at

Auto-Categorization is one of our CoPilot features that will set an incoming threads type, sub-type, and item based on conditions that you can set in the admin panel.

To have Copilot automatically categorize incoming threads, you must:

  1. Setup Copilot Auto-Categorization
  2. Configure a flow to automatically categorize incoming threads

1. Setup Auto-Categorization

First, you need to setup prompts to train Copilot on how to categorize your incoming threads. We will import the boards/queues from your PSA and each type, sub-type, and item on each board/queue

  1. Navigate to the admin panel > Copilot
  2. Select "Get Started"
  3. First you will be presented with all of your boards/queues, with a dropdown containing all of the types on that board/queue
  4. For each type on each board, you can add a description that describes what type of thread would be assigned that type. AI will then use the prompt given along with the information from the thread to automatically assign the sub-type and item if applicable. If you wish for CoPilot to not automatically assign certain types, you can click the "ignore" checkbox at the end of the type.
    You must fill in at least one description for one type in order to move to the next step
  5. Once you are finished, you can click next and it will save all the descriptions you have entered
  6. To edit any descriptions, you can hit the edit button at the top right corner of the page
  7. Great! Now you just need to implement it in one of your flows.
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.

2. Configure a flow to Automatically Categorize incoming threads

  1. Navigate to the Thread Admin Panel -> Flows here
  2. Click Create Flow
    We recommend creating a Auto-Categorize Flow for each of your boards, so that the thread is re-categorized once it changes board
  3. Name the flow, e.g. "Copilot Auto Categorization" 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 categorize incoming service requests.
  5. At the bottom click the "+ to add a new Action.
  6. Once there, click Actions -> Copilot -> Auto-Categorize
  7. Save the changes to the flow and test out a new service request!

How did we do?

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