Turning on and configuring Intelligence in the context panel (Legacy)

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Add-on

Copilot

Quick Look: Admin Center > Workspaces > Agent tools > Context panel

Information previously located in Intelligence is now incorporated within the Agent Workspace instead. See About agent copilot. You must have the Copilot add-on to use the features described in this article.

In the Agent Workspace, the Intelligence section of the context panel gives agents access to important information about a ticket, including:

• Intelligent triage predictions (intent, language, and sentiment)
• Ticket summaries
• Suggested macros
• Similar tickets
• Merging suggestions

This article contains the following topics:

• About Intelligence in the context panel
• Turning on and configuring Intelligence

Related articles:

• Viewing intelligent triage predictions
• Summarizing ticket comments using generative AI
• Applying suggested macros to tickets
• Finding tickets similar to the current ticket
• Merging related tickets based on suggestions

About Intelligence in the context panel

Intelligence shows agents the following information:

• The ticket’s predicted intent, language, and sentiment. This information comes from intelligent triage, and is intended to give agents additional context about the ticket. See Viewing intelligent triage predictions.
• A summary of the ticket. Ticket summaries recap the public comments that have been added to a ticket so far, helping agents get up to speed and respond to customers more quickly. See Summarizing ticket comments using generative AI.
• The top three suggested macros. These suggestions are based on the content of the ticket and help agents provide the requester with quick and efficient support. Suggested macros appear only if your account includes enough macro usage data. See Applying suggested macros to tickets.
• Resolved tickets that are similar to the current one. By seeing how similar issues were addressed, you can solve the current ticket more efficiently.
• Other tickets that could be merged into the current one. Merging suggestions identify tickets that might be potentially merged with the ticket the agent is currently working on based on the requester and timeframe. See Merging related tickets based on suggestions.

  

Turning on and configuring Intelligence

Admins can configure whether Intelligence appears in the context panel and which features are available within it.

To turn on and configure Intelligence

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Context panel.
2. Under the Intelligence heading, select or deselect the following options as desired:
   • Turn on Intelligence. Selected by default. Deselect this option to prevent Intelligence from appearing in the context panel.
   • Predictions. Selected by default. Deselect this option to prevent intelligent triage predictions (intent, language, and sentiment) from appearing in Intelligence. See Viewing intelligent triage predictions.
     Note: This setting controls only the visibility of predictions in Intelligence after they’re turned on. To turn on prediction types, see Turning on and configuring intelligent triage.
   • Ticket summary. Selected by default. Deselect this option to prevent ticket summaries from appearing in intelligence. See Summarizing ticket comments using generative AI.
   • Suggested macros. Selected by default. Deselect this option to prevent suggested macros from appearing in Intelligence. See Applying suggested macros to tickets.
     Note: This setting controls only the visibility of suggested macros in Intelligence after they’re turned on. To turn on suggested macros, see Turning suggested macros on or off.
   • Merging suggestions. Selected by default. Deselect this option to prevent merging suggestions from appearing in Intelligence. See Merging related tickets based on suggestions.