Editing and managing entities

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Learn how to manage entity detection to enhance ticket processing. Add synonyms to entity values for better detection of variations, ensuring key information is captured. Customize how ticket fields update based on detected values and choose whether to highlight these in messages. Adjust settings to detect misspelled values, helping agents identify and act on crucial details in customer interactions.

Customer requests often contain specific pieces of information that your agents need to identify and act on in order to solve requests. Entity detection, which is part of intelligent triage, helps you define and detect this information in tickets and messaging conversations so your tickets are automatically updated with actionable details.

You can add synonyms to entity values to help detect different variations of entity values. You can also manage and edit entities to ensure that entity detection works accurately in your environment.

This article contains the following topics:

• Adding synonyms to entity values
• Editing entity ticket field update behavior and highlighting

Related articles:

• Detecting unique information in tickets with entities
• Turning off intent, sentiment, language, or entity detection

Adding synonyms to entity values

Adding synonyms to entities helps intelligent triage detect more variants of entity values. For example, “Order ID” as a synonym for “Order number”.

Every time one of the synonyms appears in the ticket, it’s highlighted and the corresponding entity value will be extracted if those settings are activated.

To add synonyms to entity values

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Entity.
2. Click the entity you want to edit.
3. Click the options menu icon () for a value name, then click Edit synonyms.

   

4. Enter synonyms for the value, then click Save.

   You can add up to 10 synonyms.

   

   The synonyms are added and appear under the value name in the list.

   

5. Click Save.

   The synonyms you added are detected on new tickets.

Editing entity ticket field update behavior and highlighting

You can edit entities to configure how the custom ticket field associated with the entity is updated based on ticket comments or messages. You can also edit whether entity values are highlighted in tickets and messaging conversations.

To edit an entity

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Entity.
2. Click an entity, then click Manage settings.
3. Under Update ticket field with detected values, update the behavior of the ticket field associated with the entity custom field by selecting one of the following options:
   • Don’t update ticket fields
   • Values in first message only
   • Values in subsequent messages only
   • Values in all messages
4. (Drop-down only) If you selected any option except Don’t update ticket fields, select Replace existing ticket field value if the new value in the ticket field should overwrite the old value. Otherwise, the ticket field will not be updated if it already has a value.
5. Under Agent tools, select or deselect Highlight entity values in all messages. When this option is selected, agents can take action on highlighted entities.
6. Under Detection settings, select or deselect Detect misspelled values.
7. Click Save.