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Overview

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.
Magic Agent intent configuration

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When to build intents

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Understanding the dynamic between the Master Intent and the Service Catalog

Before we dive in and start creating our first intents, it’s important to understand when and when NOT to build intents. As an IT Service Provider, your customers are likely contacting you for support on a wide variety of issues and requests. When you first look at building out your service catalog, it can feel overwhelming. You may be asking yourself, “What intents should I build?”, “How should I build them?”, “When is my build ‘complete’? How do I know that I’ve built enough intents to get Magic Agent accurately triaging most of my requests?”. Great news, we’ve got answers! Big Picture, you don’t need a bunch of intents, you just need a few! In this guide we’ll walk you through the top intents that will have the biggest impact on your Service Team.
You only need a few intents to realize the full potential of Magic Agents!Your Master Intent will triage the requests you don’t have intents built for.
Your Service Catalog is best for:
  • Repeatable issues where you ask specific questions (replacing forms, if you use them today)
  • Requests for something new
Your Master Intent is best for:
  • Complex triage that requires reasoning
  • Requests to fix something that’s broken
Master Intent versus Service Catalog comparison
Can you build an intent that’s able to reason? Absolutely — see the agent-driven resolution examples for copy-ready Intents that reason through a request. That said, the easiest setup is to leverage your Master Intent for most scenarios and build intents for those repeatable issues (requests for something new) where you consistently need to ask similar questions. Between the Master Intent and your Service Catalog, Magic Agents is able to accurately triage 100% of your incoming chat and email tickets.

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Next steps

Next: Create your first intents