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

Location: 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


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.

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.







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