You must have the Advanced AI add-on to use the features described in this
article.
Quick Look: Admin Center > Workspaces > Agent tools > Context
panel
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
In Admin Center, admins can configure whether Intelligence appears in the context panel and which features are available within it.
To turn on and configure Intelligence
- In Admin Center, click Workspaces in the sidebar, then select Agent tools > Context panel.
- 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. See Viewing intelligent triage predictions and suggested macros.
- Predictions. Selected by default. Deselect this option to prevent
intelligent triage predictions (intent, language, and sentiment) from
appearing in Intelligence. See Changing a ticket’s intent, language, or
sentiment in Intelligence.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 a ticket.
- Suggested macros. Selected by default. Deselect this option to
prevent suggested macros from appearing in Intelligence. See Applying a suggested macro in
Intelligence.Note: This setting controls only the visibility of suggested macros in Intelligence after they’re turned on. To turn on suggested macros, see Enabling and disabling suggested macros.