Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Switching intelligent triage on, then leaving it alone for two weeks before building anything on top of it.
Turn it on
- Open the AI settings in Admin Center.
- Enable intelligent triage.
- Choose the brands and channels it covers.
- Let it run on incoming tickets.
- Look at what it produced after two weeks.
Do nothing for two weeks
No routing, no triggers, no views. Let the labels accumulate and then read them.
Building routing on labels you have not checked means discovering the accuracy problem through misrouted tickets, which is expensive and undermines confidence in the whole thing.
What to look at after two weeks
- Are the topics right? Open twenty tickets and compare the label with the content.
- Which topics dominate? Usually a surprise, and usually useful.
- What is labelled as other? A large group there means a topic is missing.
Then act on the accurate ones
Start with the topic that is both frequent and reliably labelled. One routing rule on one topic, watched for a week, before the second.
Tell agents what the new fields mean
They will see topic, language and sentiment on tickets. Explaining that these are automatic, sometimes wrong, and correctable turns a puzzling change into a tool they will improve.
Scope by brand where they differ
Two brands with different subject matter produce clearer topics when triaged separately. One retail brand and one business brand share almost no vocabulary.
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