Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Entities pull specific values out of the ticket text: an order number, a product, a location. Fields you did not have to ask for.
What they are
A topic says the ticket is about a delivery. An entity says which order. One is the category, the other is the detail, and the detail is what makes routing and automation specific.
What they are worth
- Routing on the actual product, not the general subject.
- Filling a field the customer mentioned in prose but did not enter on a form.
- Reporting by product or location, from unstructured text.
- Fewer questions, because the agent already has the reference.
Where they help most
Email. A form can ask for an order number; an email says "about my order from last Tuesday, number 4471" in the middle of a paragraph. Entities extract that without anybody retyping it.
Synonyms are the work
Customers use their own words for your products: an abbreviation, an old name, a misspelling, the colour rather than the model. Each of those needs to be recognised, and that list comes from real tickets rather than from your catalogue.
Treat them as likely, not certain
An extracted value is a good guess. Use it to route and to prefill, and have the agent confirm it before anything irreversible happens on the strength of it.
Start with one
The value your agents look up most often. Get its synonyms right, see the effect, then add a second.
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