> For the complete documentation index, see [llms.txt](https://docs.siit.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.siit.io/ai/triage-agent.md).

# Triage Agent

The Triage Agent handles request intake conversationally. It sits in your Slack and Teams channels and in the employee Portal, understands what an employee needs, deflects with a knowledge article when one exists, and otherwise creates a complete, structured request: right service, form fields filled, priority set, tags applied.

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### What you get

* **Knowledge deflection that reads the conversation.** The agent checks your knowledge base first and suggests the relevant article with a summary. Employees accept or decline in plain language, no exact phrasing or button clicks required. If the article resolves the problem, no request is created.
* **Intelligent service matching.** The agent reads your Service Catalog to route each request to the right service.
* **Complete form compliance.** Every required field, including custom and multi-select fields, is collected through conversation and validated against your form's constraints before the request is created.
* **Priority and tags, set automatically.** Derived from the conversation content and your service configuration.
* **Request on behalf.** Managers can open requests for their direct reports. The agent identifies the requester, confirms, and adds the manager as a follower.
* **Full conversation on the timeline.** The entire AI exchange is attached to the request, so admins have complete context without opening Slack.
* **Works where employees already are.** Slack, Microsoft Teams, and the employee Portal.

### Setup

* **Channels:** which Slack or Teams channels the agent listens to.
* **Knowledge behavior:** whether the agent checks the knowledge base before moving to intake.
* **Request behavior:** **Try to create directly** skips the confirmation step; **Always show pre-filled form** lets the employee review and submit.
* **Stale reminders:** how long the agent waits before nudging an abandoned conversation.

For step-by-step setup, see the [Triage Agent guide](https://help.siit.io/triage-agent-guide) in the Help Center.

### Best practices

* Start with one channel. Run real requests through it, then expand once matching looks right.
* Write service `About` fields in plain language, listing the request types each service covers. This is the single highest-leverage change for accuracy.
* Keep forms to 3 to 6 distinct, clearly labelled fields. Multi-select options should describe distinct scenarios, not synonyms.
* Keep your knowledge base current. The agent surfaces what you publish, stale articles included.
* Begin with **Always show pre-filled form** if you want employees to confirm before a request is created, then move to direct creation once you trust the matching.

#### Availability

The Triage Agent is part of the **Pro plan**, with a 14-day free trial available on any plan.

AI provider selection, permissions, and audit behaviour are covered in the [AI trust model](https://docs.siit.io/ai/ai-trust-model).