Intake 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 Intake Agent reads a request when it is assigned and checks whether the team has what it needs to start. If something is missing, it asks the requester for it, so specialists do not have to chase details before work can begin.

When it runs

The agent runs when a team member assigns a request to it by selecting it as the request's member. Assigning it again runs the check again. Assignment by automation rules does not start it.

Skill

Completeness check

• When the request is complete, the agent posts an internal note saying so and tags the person who assigned it. Nothing else changes.
• When information is missing, the agent posts an internal note explaining what is missing and sends the requester a note asking for it. The request moves to Waiting for Customer and is taken off the agent, so the reply comes back to the team.
• When the agent is not confident enough to ask the requester, it posts only the internal note.

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 Intake 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

• The agent's notes appear on the request.
• Every run is listed in the Agent Audit Log in the request's Actions menu.

Limits

• The agent only asks for information. It does not categorize, prioritize or resolve the request.
• It never keeps a request assigned to itself.

Related pages

• Agent Designer
• Triage Agent
• Team