Currently, the Triage Agent in Magic Agent can be enabled to process tickets from all supported sources or from a single chat source. This limitation means that partners cannot configure the Triage Agent to respond only to specific channels, such as email and chat, while excluding others like phone calls.

The requested enhancement is to allow selective multi-source configuration — enabling admins to check multiple desired sources (e.g., Email + Chat) so that the Triage Agent can process and assign tickets from only those chosen channels, without impacting others.

Benefits:

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Provides greater flexibility for organizations with varied support workflows.

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Reduces unnecessary AI intervention in channels where it’s not relevant (e.g., calls).

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Enhances efficiency by allowing AI triage only where it adds the most value.

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Improves admin control and customization of service desk automation.