Triage Agent

13 articles

Setting up Triage Agent

Setting Up Access. Let's get started! Triage Agent can start triaging your service tickets with just 5 minutes worth of setup! Navigate to Thread Admin -> Magic Agents -> Triage Agent -> Manage Acces…

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Introducing Your Service Catalog

Magic Agents gather information so your technicians or automations can get straight to outcomes

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Create Your First Intents with Triage Agents

Start here, creating the most common and impactful intents, based on extensive analysis

Updated by Bryan Chapman

Trigger Powerful Automations with Magic Agents

Magic Agent is great at troubleshooting and gathering information. It can take that information and either send it to a technician, or kick off an automation. Just like for a technician, it can kick…

Updated by Bryan Chapman

Intent Creation Assistance

The Intent Creation Assistance intent is designed to help users build new intents within the Magic Agent service catalog. This intent collects the necessary details, such as the intent name, descript…

Updated by Stephen Boss

Automate Approvals with Magic Agents

The Magic Agent Approvals feature allows Managed Service Providers (MSPs) to fully automate approval workflows directly within Thread. By adding approvals to Magic Agent intents , you can automatical…

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Creating a Workflow to Track Magic Agent Activity

To seamlessly integrate Magic Agents into your service workflow, it's recommended to create a dedicated or unique status for when Magic Agents are actively working on a ticket. This provides clear vi…

Updated by Bryan Chapman

Triage Agent Multi-step Intents: API Automation

Triage Agent intents can now collect information from the end user across multiple turns of a conversation. Your webhook decides when it has enough information to finish, or when to ask for more. Thi…

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Setting Up Email Support for Magic Agents and Inbox

Magic Agents can be used across both chat and email-sourced service tickets to triage, troubleshoot, and collect information for your team or trigger powerful workflow automations. This guide will wa…

Updated by Bryan Chapman

Getting Started with Triage Agent

Meet your new AI-powered service team! Triage Agent is conversational service AI, designed to triage, respond to, and even resolve incoming chat or email service requests with efficiency and speed. I…

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Setting up your Triage Agent (User Guide)

Setting up your Triage Agent (User Guide). What your Triage Agent does. Your Triage Agent handles the first touch on every incoming thread. It greets the requester, asks the right questions, gathers…

Updated by Jake Gipson

Listening Mode for Triage Agents

👂 Listening Mode for Triage Agents. The Concept. Listening Mode is an enhanced state for your Triage Agent that replaces the previous "Timeout" function. Instead of simply turning off when a contact…

Updated by Jake Gipson

New Custom Rules — Triage Agent

Custom Rules give you precise, structured control over how the Triage Agent behaves on your tickets — replacing the single free-text rules field with a set of focused, individually targeted rules you…

Updated by Jake Gipson