Indication of which intent is triggered as an internal note: especially when testing!
A
Albert Lotito
When faced with more than a dozen intents that might overlap in purpose, depending in interpretation, it is difficult to test.
I create a chat with a problem and a bot answers: by which intent?
I could be trouble shooting a new intent but under the covers, an overlapping pre-existing intent could be the one triggered.
"Overlapping" you say...
Yes. Some intents are subsets, supersets or over lapping.
E.G.
1) I have an outlook web question
2) how do I use outlook on my iphone
3) I need to install outlook
D
Dylan Bonsell
Description: Currently, Thread’s Triage Agent does not log the specific intent that was triggered within the ticket thread when processing an interaction. While the Intents page provides a count of how many times an intent has run, there is no per-ticket visibility into which intent was activated. This makes it difficult to diagnose, refine, and improve individual intents — especially when multiple similar intents or a “master” intent could apply to a ticket.
The proposed enhancement is to add a visible log entry, note, or metadata in the ticket thread (or ticket’s activity log) clearly showing the name and details of the triggered intent whenever the Triage Agent runs.
Benefits:
•
Enables faster troubleshooting and fine‑tuning of intents.
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Improves transparency for support and operations teams monitoring AI agent behavior.
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Reduces guesswork when distinguishing between similar or overlapping intents.