Closure Agent

Availability: Xurrent Agents are currently available in the QA and demo environments. They are not yet available in production. Follow the release notes for updates on production availability.

What it does

The Closure Agent checks a request's resolution when it is completed, and keeps watching afterwards. If the requester replies in a way that suggests the fix did not work, it flags the request for the team.

When it runs

• When a request held by one of its teams is completed.
• When the requester replies to a completed request, if Reopen signal detection is switched on.

The Closure Agent is never assigned to a request. Completing the request is what starts it.

Skills

Verification note generation

Writes a note that checks the resolution against what the requester asked for. In Auto Confirm mode, a resolution the agent judges only partly complete is handed back to the team.

Reopen signal detection

Reads a requester's reply to a completed request and, when it suggests the problem is back, suggests reopening the request. It only ever suggests, and it flags a resolution at most once.

Before you begin

• Sera AI is enabled for the account in account settings.
• You have the Account Administrator or Account Designer role.

Set up

1. In the settings console, open Agent Designer and select the Closure Agent.
2. Switch on the skills you want and choose an action mode for each. Where a skill has a confidence threshold, leave it at the default to begin with.
3. Click Enable agent.
4. In the Scope section, choose the teams the agent should work for. Until you choose at least one, the agent does nothing.
5. Click Save.

Review its work

• Suggestions appear in Agent Actions in the Inbox for the request's member and team. A suggestion closes when someone takes the suggested action on the request, or can be dismissed.
• Every run, including runs that changed nothing, is listed in the Agent Audit Log in the request's Actions menu.

Limits

• The agent never reopens a request itself.
• It cannot be selected as a request's member.

Related pages

• Agent Designer
• Team