Getting Started with Magic Agents

Updated by Stephen Boss

Introducing Magic Agents

Meet your new AI-powered service team! Magic Agents are conversational AI service techs, designed to triage, respond to, and even resolve incoming chat or email service requests with efficiency and speed.

In this guide, we’ll explore the capabilities of your AI Service Desk and guide you through the setup to help your Magic Agents start making an impact right away.

What are Magic Agents?

  • Auto Responder: Magic Agents respond instantly to any new service request over chat or email, ensuring your customers always receive an immediate reply.
  • Auto Triage: Magic Agents gather essential information from customers to understand the issue’s scope, prioritize, and categorize requests before routing them to your service desk. This streamlines the process and saves time for both you and your customers.
  • Auto Resolve: For many issues, Magic Agents can go beyond triage. After gathering information, they can respond to a customer and suggest a resolution or trigger automation in RPA tools to resolve requests end-to-end. Once resolved, Magic Agents confirm with the customer and close the ticket in your PSA system.

How does it work?

Your customers want quick responses—and waiting can lead to frustration. Delays not only risk customer satisfaction but also increase the effort required to gather information and resolve issues.

Enter Magic Agents. Working 24/7, they instantly engage with customers, collect the details your team needs, and can even solve specific requests autonomously. The result? Smoother workflows, more efficient techs, happier customers, and a more profitable service desk.

Let’s get your Magic Agents set up and ready to revolutionize your customer service!

Setting Up Magic Agents

Let's get started! Magic Agents can start triaging your service tickets with just 5 minutes worth of setup!

  1. Navigate to Thread Admin -> Magic AI -> Agent -> Settings
  2. To start using Magic Agents, you need to turn it on for some clients! It'll work great out of the box for all your customers. If you want to test it first, no worries! Just choose which customers you want to turn it on for first.
    1. Enable Magic Agents -> Toggle ON
    2. Choose if you want to start with All managed clients or Specific clients
    3. If you selected Specific clients, we recommend starting with your company. Click the dropdown -> search for your company -> select it.
      Recommended Setup
      You will need to choose at least one company here to be able to test out Magic Agents. We recommend starting with your internal company.
  3. Exclude Boards: choose the boards/service queues/teams you don't want to use Magic Agents on.
    Recommended Setup
    Exclude Alerts, Sales, Internal and Escalation team boards. You want to make sure Magic Agents is running on your incoming Help Desk boards (wherever your incoming Email and Chat tickets land).
  4. Type of support: Magic Agents can triage incoming chat and email requests. To realize maximum value, we recommend selecting Use for chat and email. But if you want to try it out for chat first, select Use only for chat (you can always change this setting later).
  5. When there is no response from contact: When a ticket comes in, if Magic Agents needs to gather more information to triage the request, it will ask the user a question. If the user doesn't reply within the period you define here, the Agent will automatically stop communicating with the user and pass the request on to a technician.
    Recommended Setup
    We recommend setting this to 5 minutes.
  6. Rerun Magic AI actions: If you have Magic AI running on your incoming tickets to title, prioritize, or categorize them, turning this on will tell our AI to rerun those actions after the Agent is done triaging. This is particularly useful for tickets where the user doesn't provide much context in their initial message, i.e. they message in with "Help!". Magic agent can reprioritize and categorize the request after it's done triaging, improving accuracy to 99%+. Never have a miscategorized ticket again!
    Recommended Setup
    Turn this ON! There is no reason not to, it's such a HUGE value add!
  7. Let's configure Magic Agents so that it can update ticket statuses when it does the work.
    Status Mapping is REQUIRED for Resolutions
    This is required if you want Magic Agents to move tickets to an in progress status when it's working on an issue or if you want it to close tickets when it resolves it.
    1. Under Status mapping -> Click Configure.
    2. This will take you to your Workspace Preferences in Inbox. Click + Add board -> Under Magic Agents, set a status for each setting:
      1. When Magic Agents is working on a thread
      2. When triaging is complete and there is no automation
      3. When contact confirms resolution
    3. Click Save.
    4. Repeat steps a-c for each board, queue or team that Magic Agent is enabled for (review your settings from step 3 for the boards you'll want to configure here).
  8. Back on your Magic Agents Settings screen, navigate to Enable AI triaging when there is not enough information -> Toggle ON. This prompt gives your Agents the ability to triage any chat or email service request out of the box with no extra configuration required.
    Recommended Setup
    Turn this ON! Enabling this setting can save your techs 5-10 minutes per ticket with the default configuration.
  9. Let's set the Instructions for the Magic Agents to follow.
    We call this the Master Intent, it's a top-level prompt for your Magic Agents to instruct them how to respond to your incoming tickets. This prompt enables your Agents to use reasoning to respond to the customer based on the context so that it can ask the right questions to triage the request and hand it off to your team.
    Via this prompt you can control your Agents tone of voice, dialect, how deep you want them to troubleshoot in order to understand root cause, and more. You can control how you want your Agents to respond!
    Here are two options for prompts that we've tested thoroughly and recommend trying.
    1. Prompt: The First Responder. This prompt is great if you want your Agent to only do the minimum necessary triage to hand off to a service tech and not recommend potential resolutions.
      This tool is for general purposes. If no other tools match, then this tool should be invoked. Be a helpful IT, tier 1, agent and get a bit more information for troubleshooting purposes. Don't ask too many questions. Ask if the issue is affecting just themselves, the office or the whole company. Ask about the urgency of the issue. Also ask when the issue first started to happen.
    2. Prompt: The Troubleshooter. This prompt is great if you'd like your Agent to go a little deeper to uncover the root cause of the customers' issues and even recommend some steps the user can try to resolve their problem themselves.
      This tool resolves issues when no specific intent matches. Strictly follow these steps:1 Triaging:    - First analyze user input, to understand the issue.    - Always targeted questions. Example: For slowness: “Since when? Any updates or changes? What actions cause it?” For connectivity: “Affecting all devices or just one? Wi-Fi or Ethernet?”2 Ask Before Troubleshooting:    - Confirm: “Would you like troubleshooting help, or should I escalate this to a technician?”    - If they agree, provide steps and confirm if resolved after each one.3 Escalate if Needed:    - If troubleshooting fails or declined: “I’ll escalate this internally to ensure it’s resolved.” Summarize info and attempted steps.Strict Language Prohibition:- Do not use phrases like “contact IT support” or “seek professional assistance.”- Replace with: “I’ll escalate this internally to ensure it’s resolved.”Response Focus:- Gather details, resolve internally, and avoid fallback responses. Keep communication professional and concise.
  10. Let's try it out!
    1. In the chat window at the right click, I'm already a customer.
    2. Enter in your email. And sign into the internal or test company that you enabled in step 2.
    3. In your chat click New Request or New Chat.
    4. Type your message... "Hi!" or "Help" and hit Send. (we're pretending to be a bad customer who's not giving enough information)
    5. Wait a few for the thread to be logged​ . Once the thread has been created, your agent will respond. After it responds, reply back and ask for help. Try, "I can't log into my computer"
    6. Continue the conversation from there!
  11. Congrats! You've done the baseline configuration to get Magic Agents to triage any request that hits your service desk. This will get you some great value out of the box, saving your techs 5-10 minutes per request and giving your customers instant responses. To get even more value, let's set up your Service Catalog next! Click here for steps on setting up your Service Catalog.
    What's the Service Catalog?
    With Magic Agents you can build a catalog of intents so that you can guide your Agents through asking specific questions when a specific user intent is matched, e.g. "Employee Onboarding", "Software Access Requests", "Equipment Ordering" and more.
    Think of intents as dynamic forms that can also suggest specific resolutions or kick off automations and "do the work".

    The Master Intent we described above is great at triaging problems and incidents (aka when something is broken) because it's able to reason and understand the next question to ask more dynamically.

    Your Service Catalog of Intents are great for handling requests (aka requests for something new), when you need to ask specific questions or get approval on something. A good example is employee onboarding. With onboardings you may want to ask specific questions about what access is needed, or ask variations of those questions for different customer groups. Building an Intent in your Service Catalog enables you to do that.

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