Contact Intelligence FAQ
🧩 For the Triage Agent
How does Contact Intelligence help the Triage Agent?
It gives Magic AI instant awareness of a contact’s environment — such as devices, applications, operating system, and work setup — so it can ask smarter, more relevant questions from the very first message.
What kind of information does it recall?
For each contact, Contact Intelligence stores high-level context such as:
- Workstation – the main device or naming pattern typically used.
- Devices – list of devices linked to the contact (e.g., laptop, mobile, printer).
- Applications – apps commonly used by the contact.
- Department – the department or role associated with the user.
- Operating System – primary OS in use.
- Insights – up to five observed patterns or behaviors (e.g., frequent VPN issues, prefers Teams for chat).
- Authenticator – MFA method, if identified.
- VPN – whether VPN is used and which client.
- Work Location – typical environment (home, office, hybrid, unknown).
How does that improve triage accuracy?
The AI adapts its questions based on known context.
For example, if Contact Intelligence shows the user connects through NordVPN, the AI might ask “Are you currently connected to your NordVPN client?” instead of a generic connection check.
What happens for contacts without prior data?
The triage agent begins normally. As tickets are resolved, new context is automatically added — improving accuracy in future interactions.
Will existing contacts have memory at launch?
Yes. For existing partners with workspaces created before November 7th, 2025, Contact Intelligence will include up to 30 days of historical knowledge automatically generated from past activity. This ensures context is available immediately at launch.
🧑‍🔧 For the Technician
How does Contact Intelligence help technicians?
It provides a summarized view of the contact’s setup — including hardware, software, VPN, and environment — so technicians start each thread with context already in view.
Where can I find this information?
Inbox: Within the Contact Card on the right-hand side of any thread.
Contacts Section: Accessible through the Contacts view in the left navigation.
Ask Magic: Type questions like “What do we know about this contact?” to retrieve a quick summary.
What does a memory entry look like?
Example:
- Workstation: MacBook Pro 15”
- Devices: iPhone, Canon 5053 printer
- Applications: Office 365, Outlook
- Operating Systems: Windows 10, macOS
- VPN: NordVPN
- Work Location: Home
- Insights: Works primarily from home and connects through NordVPN for secure access.
Why is this better than reviewing chat logs?
Instead of searching through past conversations, Contact Intelligence displays a concise, AI-generated summary of the user’s environment and habits — giving technicians instant context at a glance.
Does it change PSA workflows or time tracking?
No. Contact Intelligence only enhances context. It does not modify tickets, billing, or PSA data.
