2. Building your Magic Agents Service Catalog
Introducing your Service Catalog
With just 5 minutes of setup, your Magic Agents can triage any incoming chat or email request that reaches your Service Desk. In our Getting Started with Magic Agents guide, we introduced the Master Intent—a high-level prompt that equips your Magic Agents with reasoning abilities to handle a wide variety of customer requests.
The Master Intent shines in scenarios where problem-solving and logical reasoning are needed to ask customers the next relevant question. But what about handling more routine requests—those where you consistently ask the same questions, suggest standard resolutions, or seek specific approvals?
That’s where the Service Catalog of Intents comes into play.
With Magic Agents, you can create a comprehensive Catalog of Intents, guiding your agents to ask the right questions, request approvals, suggest responses, or even initiate automated actions.
Think of an Intent as a smarter, more adaptive version of a traditional form. Like forms, Intents allow you to gather specific information from customers. But unlike forms, Intents are dynamic and intelligent. When a customer’s request aligns with a specific Intent, your Magic Agents will automatically ask the relevant questions—without the customer needing to navigate to a form. Additionally, Magic Agents can interpret customer responses, follow up if information is incomplete, and ensure all necessary details are captured before moving forward.
Create your first 5 intents
This article contains five fully functional intents to get you operational. All can be tweaked for your specific context.
To get started, navigate to https://admin.getthread.com -> Magic AI -> Agent -> Catalog. Click into an intent in your catalog to edit, or click Create Intent to create a new one.
The easiest way to get started with Magic Agents is to convert any forms you are using with your customers today into Intents! Intents are the new Form!
1. Email distribution group
Describe the intent: |
Set up a new distribution group, also known as a mailing list or email list. |
Name of the form field | Description | Type | Choices | Required |
Email address of the group | Create unique email address for the group | Email address | Yes | |
External | Will the distribution group need to receive email from outside your organization? | Yes/No | Yes | |
List of contacts | Gather multiple users, their first and last names | Textfield | Yes |
2. Microsoft profile update
Describe the intent: |
The user needs to update information in their Microsoft profile in M365. |
Name of the form field
Description | Type | Choices | Required | |
Email address of the profile that we are changing. If the answer is "me" this is OK | Email address | Yes | ||
Job title | ask for the job title, if there has been a change, otherwise blank response is OK | Textfield | No | |
Department | ask for the department, if there has been a change, otherwise blank response is OK | Textfield or Multiple Choice | No | |
Phone number | there may be multiple answers | Textfield | No |
3. Set up email on a new phone
Describe the intent: |
A requestor wants to set up email on their cell phone or mobile device, and we want to send the correct instructions depending on the make of their mobile device. |
Name of the form field | Description | Type | Choices | Required |
iPhone or Android | What is the make of your cell phone? | Textfield | Yes |
External Reply |
Send the following url to the end user if they have an android device: https://support.microsoft.com/en-us/office/set-up-office-apps-and-email-on-android-6ef2ebf2-fc2d-474a-be4a-5a801365c87f Send the following url to the requestor if they have an apple device: https://support.microsoft.com/en-us/office/set-up-the-office-app-and-outlook-on-ios-devices-0402b37e-49c4-4419-a030-f34c2013041f |
This is a resolution ✅ Close the request if the customer confirms |
4. Onboarding a new hire
Describe the intent: |
Someone will be starting with the company soon. They might be called a new hire, new starter, new team member. We will gather all the information required to get their computer configured and software accounts created, and the date they start. |
Name of the form field | Description | Type | Choices | Required |
Computer spec | Gather details on the type of computer required. It must be selected from this list. | Multiple Choice | Standard Laptop Premium Laptop Standard Workstation Premium Workstation Second Display (1080p) Premium Display (4K) | Yes |
Full Name | First and last name of new hire | Textfield | Yes | |
Software | Multiple Choice | M365 Office CRM Finance Graphics | No | |
Start date | The date the new person starts with the company. The date must be today or in the future. | Date | Yes |
5. Troubleshoot Printer issues
Describe the intent: |
The user is unable to print from their computer, their printer not working, they have a printer problem. |
Name of the form field | Description | Type | Choices | Required |
Error message on the screen | Answer will be text, but could also be null or none | Textfield | Yes | |
Printer sharing | Is the printer used by just you, or do other people use it? | Multiple Choice | Shared Just you | Yes |
Network connection | Is there a network cable plugged in to the printer, or is it wireless? | Multiple Choice | Network cable Wireless | Yes |
Test print from console | Many printers have a feature to run a test print from the printer console. Have you managed to run a test print successfully? | Yes/No | Yes |
