[Archived] Using autoreplies based on intelligent triage

Note: This article has been archived because its contents are covered in Automatically adding comments and notes to tickets using triggers instead.

This functionality is part of AI agents. Usage is measured by automated resolutions.

You must have the Advanced AI add-on to use the feature described in this article.

You can use intelligent triage to apply AI predictions about intent, language, and sentiment to customer requests sent via email and web form. You can then create triggers that send customized, automated responses based on these predictions.

These responses use the autoreply trigger action to identify and incorporate help center content into your notification email. Autoreplies can be sent via other channels as well:

• Autoreplies with articles in web forms use the autoreply with articles trigger action to recommend articles in response to support requests sent via embedded web forms.
• Autoreplies with articles in emails use the autoreply with articles trigger action to recommend articles in response to support requests sent via email.

See Creating triggers for automatically triaged tickets for more information about triggers using intelligent triage.

To create an autoreply trigger based on intelligent triage

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
   • To create a new trigger, click Create trigger.
   • To edit a trigger, click the title of the trigger you want to edit.
2. Configure the trigger conditions for requests submitted via email and based on intent and language. For example:
   • Status | Is | New

     AND

   • Requester: Role | Is | (end user)

     AND

   • Intent | Is | <intent you want the trigger to be based on>

     AND

   • Language | Is | <language you want the trigger to be based on>
3. Next, configure the trigger action. The action needs to include Notify by > Autoreply to establish that all tickets meeting the above conditions will send your autoreply to the ticket requester. The autoreply field appears:

   

4. Add the text you want to use in the autoreply. You can also click View available placeholders to view and copy placeholder text.
5. If you’re creating a trigger, click Create. If you’re updating an existing trigger, click Save.