| Announced on | Rollout starts | Rollout ends |
| September 28, 2023 | October 4, 2023 | October 6, 2023 |
We're happy to announce the expansion of intelligent triage for native and social messaging channels.
What’s changing:
- Tickets originating from native and social messaging channels (non–bot builder) can now be enriched with intent, sentiment, and language predictions.
- Tickets originating from bot builder flows, which already received intent predictions, can now be enriched with sentiment and language predictions as well.
Why is Zendesk making this change?
We want to expand intelligent triage for more use cases within messaging.
What do I need to do?
Requirements for using intelligent triage
Intelligent triage is available as part of the Zendesk Advanced AI add-on.
To use intent detection, your account must meet the requirements for pre-trained intents. See Requirements for using intelligent triage.
Using intelligent triage predictions in messaging
To start enriching native and social messaging tickets with intelligent triage predictions, activate the prediction types you want for the appropriate messaging channels. See Turning on and configuring intelligent triage.