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

<body>

<div class="body">
<div class="article-banners">
<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a></div>
<div class="article-banner" id="addon_copilot">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Copilot</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="p">
<div class="note fastpath" id="ai_intelligence_context_panel__note_qsd_ghd_w1c" style="margin-right: 0px;">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Workspaces &gt; Agent tools &gt; Context
panel</span>
</div>
<div class="note attention">
<span class="attentiontitle"></span> Information previously located in Intelligence is
now incorporated within the Agent Workspace instead. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7908817636378" target="_blank">About agent copilot</a>. You must have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a> to use the features described in this
article.</div>
</div>
<p class="p">In the Agent Workspace, the Intelligence section of the context panel gives agents access
to important information about a ticket, including: </p>
<ul class="ul" id="ai_intelligence_context_panel__ul_ach_b2d_w1c">
<li class="li">Intelligent triage predictions (intent, language, and sentiment) </li>
<li class="li">Ticket summaries </li>
<li class="li">Suggested macros</li>
<li class="li">Similar tickets</li>
<li class="li">Merging suggestions</li>
</ul>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="ai_intelligence_context_panel__ul_mqk_qmh_xcc">
<li class="li"><a class="xref" href="#topic_ucy_qmh_xcc">About Intelligence in the context panel</a></li>
<li class="li"><a class="xref" href="#topic_wvt_rmh_xcc">Turning on and configuring Intelligence</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="ai_intelligence_context_panel__ul_sy1_xmh_xcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4685355428250" target="_blank">Viewing intelligent triage
predictions</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037649972634" target="_blank">Summarizing ticket comments using generative
AI</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826078362" target="_blank">Applying suggested macros to tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6154115110170" target="_blank">Finding tickets similar to the current
ticket</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6885971957914" target="_blank">Merging related tickets based on
suggestions</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ucy_qmh_xcc">
<h2 class="title topictitle2" id="ariaid-title2">About Intelligence in the context panel</h2>
<div class="body">
<p class="p">Intelligence shows agents the following information: </p>
<ul class="ul" id="topic_ucy_qmh_xcc__ul_d5p_1nh_xcc">
<li class="li">
<strong class="ph b">The ticket’s predicted intent, language, and sentiment.</strong> This information
comes from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent triage</a>, and is intended to
give agents additional context about the ticket. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4685355428250" target="_blank">Viewing intelligent triage
predictions</a>. </li>
<li class="li">
<strong class="ph b">A summary of the ticket.</strong> 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037649972634" target="_blank">Summarizing ticket comments using generative
AI</a>. </li>
<li class="li">
<strong class="ph b">The top three suggested macros.</strong> 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824813722#topic_ktj_hlv_hrb" target="_blank">enough macro usage data</a>. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826078362" target="_blank">Applying suggested macros to tickets</a>. </li>
<li class="li">
<strong class="ph b">Resolved tickets that are similar to the current one.</strong> By seeing how
similar issues were addressed, you can solve the current ticket more
efficiently.</li>
<li class="li">
<strong class="ph b">Other tickets that could be merged into the current one.</strong> 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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6885971957914" target="_blank">Merging related tickets based on
suggestions</a>.<p class="p"><img class="image" id="topic_ucy_qmh_xcc__image_gtr_3nh_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intelligence_panel_overall_updated.png" width="400"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_wvt_rmh_xcc">
<h2 class="title topictitle2" id="ariaid-title3">Turning on and configuring Intelligence</h2>
<div class="body">
<p class="p">Admins can configure whether Intelligence appears in the context panel and which
features are available within it. </p>
<p class="p"><strong class="ph b">To turn on and configure Intelligence</strong></p>
<ol class="ol" id="topic_wvt_rmh_xcc__ol_mrz_12d_w1c">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_wvt_rmh_xcc__d8e1140" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Context panel</strong>.</span>
</li>
<li class="li">Under the <strong class="ph b">Intelligence</strong> heading, select or deselect the following options
as desired:<ul class="ul" id="topic_wvt_rmh_xcc__ol_b2q_cfd_w1c">
<li class="li">
<strong class="ph b">Turn on Intelligence.</strong> Selected by default. Deselect this option
to prevent Intelligence from appearing in the context panel.</li>
<li class="li">
<strong class="ph b">Predictions.</strong> Selected by default. Deselect this option to prevent
intelligent triage predictions (intent, language, and sentiment) from
appearing in Intelligence. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4685355428250" target="_blank">Viewing intelligent triage
predictions</a>.<div class="note" id="topic_wvt_rmh_xcc__note_ogb_hfd_w1c">
<span class="notetitle">Note:</span> This setting controls
only the visibility of predictions in Intelligence after they’re
turned on. To turn on prediction types, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_gpp_p4g_htb" target="_blank">Turning on and configuring
intelligent triage</a>.</div>
</li>
<li class="li">
<strong class="ph b">Ticket summary.</strong> Selected by default. Deselect this option to
prevent ticket summaries from appearing in intelligence. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037649972634" target="_blank">Summarizing ticket comments using
generative AI</a>. </li>
<li class="li">
<strong class="ph b">Suggested macros.</strong> Selected by default. Deselect this option to
prevent suggested macros from appearing in Intelligence. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826078362" target="_blank">Applying suggested macros to
tickets</a>.<div class="p">
<div class="note" id="topic_wvt_rmh_xcc__note_tz5_3fy_1bc">
<span class="notetitle">Note:</span> This setting controls only the
visibility of suggested macros in Intelligence after they’re
turned on. To turn on suggested macros, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824813722" target="_blank">Turning suggested macros on
or off</a>.</div>
</div>
</li>
<li class="li">
<strong class="ph b">Merging suggestions.</strong> Selected by default. Deselect this option to
prevent merging suggestions from appearing in Intelligence. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6885971957914" target="_blank">Merging related tickets based on
suggestions</a>.<p class="p"><img class="image" id="topic_wvt_rmh_xcc__image_v1p_brb_ycc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intelligence_panel_configs_all.png" width="600"></p>
</li>
</ul>
</li>
</ol>
</div>
</div>
<script id="fast-path-script">
//<![CDATA[
const fast_path_style = document.createElement('style');
fast_path_style.innerHTML = `#article-body .fastpath{font-size:.9em;background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 8px;margin-bottom:16px}#article-body .fastpath::before{content:none!important}`;
document.head.appendChild(fast_path_style);
//]]>
</script>
</body>