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.
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.
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
Can you build an intent that's able to reason? Absolutely! You'll find some examples in our Service Catalog. 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.
Create your first intents
The fastest way to get started building intents is to build out some of the intents from our Service Catalog. All you need to do is copy-paste some of our recommended intents into your Catalog.
1. Start by Creating these intents
We had Magic AI analyze thousands of tickets and identify the top request categories to build intents for. Follow the guides below to create our recommended intents. Following these guides will teach you how to build and manage intents to handle approximately 50% of your service volume. What about the rest? That's where the master intent comes in!
You don't need to build all of these intents, but we recommend building at least 10!
- User Access & Account Management
- Access Request Intent & User Access Removal Intent - ~30% of IT service requests
- Employee Onboarding Intent & Employee Offboarding Intent - ~5% of IT service requests
- Password Assistance Intent - ~5% of IT service requests
- Software Support
- Software Installation and Configuration Request Intent - ~7% of IT service requests
- How Can I M365 Intent
- Procurement & Hardware Support - 5% of IT service requests
- Security, Risk, and Compliance Management - ~2% of IT service requests
- Data and Information Management - ~2% of IT service requests
2. Want to build something specific? Ask Magic Agent for help
Do you have an idea for an intent but not sure what to build? Magic Agent can help build your intents!
Yes! We built an intent to create intents! This intent is available when messaging our Help Desk at getthread.com/help - start a support chat with us and ask for help building your next intent our agent will assist you!
Try it out:
- Navigate to getthread.com/help
- Start a new support chat
- Ask for assistance creating an intent
Example:
I'm an IT Managed Service provider. I manage backups for my customers computer workstations, servers, onedrive, etc. I need help crafting an intent to manage data retrieval requests. Here are some examples of data retrieval requests I get from my customers: “I accidentally deleted a file from my workstation. Can you restore it from the backup?” “We need to retrieve an archived email from six months ago for compliance reasons.” “Can you restore the files from the 'Projects' folder on our shared drive to their version from last Friday?” “Our server crashed, and we need a full restore of all data from the last nightly backup.” “Can you recover files from John’s OneDrive? He left the company, and we need access to his project files.” “We lost access to the old SQL database. Can you restore the most recent backup?”
- In the chat, you can ask the agent to refine the intent it builds until you are happy with it.
- When you're happy with the output, navigate to Thread Admin -> Magic AI -> Agent -> Catalog -> Create Intent and copy over the intent it created.
- Test it out!
