1. Configure access
1
Navigate to the Admin Panel
Navigate to the Admin Panel
- Go to Admin Panel → Assistive AI → Prioritization: Manage Access
2
Configure Automation Triggers
Here you will see two sections: Apply when and Apply to.Currently, the only trigger for Auto-Prioritization is when a thread is created. When toggled on, Prioritization will run when a ticket first reaches Thread.In Apply to, configure which tickets the trigger affects. You can restrict by Clients, Boards, and Sources.Want to trigger Auto-Prioritization outside of these criteria? Jump to Flows to create powerful workflow automations!
2. Configure rules
1
Navigate to the Admin Panel
Navigate to the Admin Panel
- Go to Admin Panel → Assistive AI → Prioritization: Edit
2
Configure presets
Configure the built-in Impact, Urgency, and on/offboarding presets to match your company’s standards. Any item can be ignored by clicking the check box to the right of the drop down menu.If you don’t want Magic AI to use some of the pre-built rules, click the Ignore checkbox.
3
Create custom rules for full customization
Custom Rules give you the flexibility to create prompts or use keywords to prioritize specific requests. This allows you to get creative and have complete control over how tickets are categorized! Give it a try and tailor it to fit your needs!
4
Test Auto Prioritization using the Emulator
After configuring Auto Prioritization, you can test how Magic AI prioritizes tickets using the emulator on the right. Try real-world scenarios like “I need a password reset” or copy and paste descriptions from recent service requests to see firsthand how Magic AI categorizes them.
3. Configure a Flow to run Auto-Prioritization (optional)
To run Auto-Prioritization outside of thread creation, follow the steps below. This setup is great for running Auto-Prioritization when a thread is escalated to a new team, a thread is closed, and many more situations. This ensures that all the way through the thread lifecycle, the Prioritization stays true, even when new information is added.How to configure the Flow
1
Navigate to Flows
Go to Admin Panel → Flows → Templates -> Auto-Prioritize
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Apply filters
Apply filters for when and where you want the flow to run. For example, you can set the filters to specific types, territories, agreements, and much more! For more Flow examples, see our Flows guide
3
Ensure the Auto Prioritization action is added
The Auto Prioritize action is already included in the template. If you’re building your flow from scratch in the Flow Builder, scroll to the bottom, click +, then select Actions → Magic → Auto Prioritized.
4
Save and test
Save the flow changes, then test it by submitting a new service request that matches the ticket criteria you set in the flow.