How soon does intent prediction start on tickets after activation?

Question

I activated intent prediction for my account but I do not see any intent suggestions. How soon does intent prediction start on tickets after activation?

Answer

Intent suggestions are available immediately upon activation. Once you turn on the function, newly created tickets will generate intent suggestions from the channels you have selected.

If intent suggestions do not appear:

Confirm the ticket channels you have selected. If your tickets are from a channel that is not enabled for intent suggestions, they will not appear.

Check if your tickets are created or initiated by agents in your account. By default, tickets that agents initiate do not generate intents. You can change this setting and include those tickets by unchecking the option under Exclusion conditions in your settings within AI > Intelligent triage > Intent > Manage settings.

For more information, see these articles:

Automatically detecting customer intent, sentiment, and language

Personalizing intelligent triage by creating custom intents