Announced on	Rollout starts	Rollout ends
September 28, 2023	October 4, 2023	October 6, 2023

We're happy to announce the expansion of intelligent triage for native and social messaging channels.

What’s changing:

• Tickets originating from native and social messaging channels (non–bot builder) can now be enriched with intent, sentiment, and language predictions.
• Tickets originating from bot builder flows, which already received intent predictions, can now be enriched with sentiment and language predictions as well.

Why is Zendesk making this change?

We want to expand intelligent triage for more use cases within messaging. However, note that third-party bots are not supported for the time being.

What do I need to do?

Requirements for using intelligent triage

Intelligent triage is available as part of theZendesk Advanced AIadd-on.

To use intent detection, your account must meet the requirements for pre-trained intents. SeeRequirements for using intelligent triage.

Using intelligent triage predictions in messaging

To start enriching native and social messaging tickets with intelligent triage predictions, activate the prediction types you want for the appropriate messaging channels. SeeTurning on and configuring intelligent triage.