Everything you need to set up, configure, and get value from the Triage Agent.
What is the Triage Agent?
The Triage Agent is a new AI agent built specifically for request intake. It sits in your Slack or Teams channels and handles the full intake flow conversationally — from the moment an employee describes a problem to the moment a structured, fully-formed request lands in your queue.
Unlike AI Assist (which deflects and suggests articles) or the IT Agent (which runs operational playbooks), the Triage Agent is purpose-built for one job: turning employee messages into complete, actionable requests — with every form field filled, every tag applied, and every automation ready to fire.
Why it matters
The problem it solves
When an employee messages IT in Slack, an admin has to read it, figure out which service it belongs to, ask follow-up questions, and create the request manually. At scale, that process breaks down.
The deeper issue: when AI creates requests today, it only passes along a title, description, and service. Custom form fields arrive empty. Automations don't trigger. Admins chase missing context after the fact.
The Triage Agent closes this gap. It collects every required field conversationally and creates requests with complete, structured data — exactly the way a human admin would.
What changes for admins
- Requests arrive fully formed: service matched, form fields filled, priority set, tags applied
- Downstream workflows and automations fire correctly from day one
- The full AI conversation is attached to the request timeline — no need to check Slack
- Less time triaging, routing, and chasing missing context
What changes for employees
- Employees describe their problem in plain language — no need to navigate the service catalog
- The agent guides them through required information naturally, as a conversation
- If a knowledge article can solve the problem, it's surfaced first — no request created unless needed
How it works — step by step
- Employee sends a message in a monitored Slack or Teams channel
- Agent checks the knowledge base — if a relevant article exists, it suggests it with a summary
- Employee accepts or declines — via buttons or plain text ("yeah that works" / "no, my problem is different")
- If the article resolves it, the conversation ends. No request created.
- If not, the agent moves to intake: it matches the request to the right service from your catalog
- Agent collects required form fields conversationally — one field at a time, in natural language
- Priority and tags are set automatically based on the conversation
- Request is created — either directly or via a pre-filled form the employee reviews before submitting
Key features
Conversational knowledge deflection
The agent reads the full conversation thread to understand intent. Employees can respond naturally — no need to click specific buttons or use exact phrasing.
Intelligent service matching
The agent reads your Service Catalog descriptions to match the request to the right service. The more descriptive your service descriptions, the more accurate the matching.
Custom form compliance
Every required field is collected through conversation and validated against your form's constraints. When the request is created, all fields arrive pre-filled. No missing data, no manual follow-up.
Priority and tags
Set automatically based on the conversation content and service configuration. Requests arrive ready for action.
Request on behalf
Managers can create requests for direct reports through the agent. The agent identifies the requester, confirms, and creates the request on their behalf. The manager is added as a follower automatically.
AI conversation on the timeline
The full conversation is attached to every request. Admins have complete context without leaving Siit.
Third-party intervention handling
If someone else posts in an active agent thread, the agent pauses and resumes only when the original requester or agent is explicitly mentioned again.
Configuration
The Triage Agent is configured from Settings → Agents in Siit.
Channels
Select which Slack or Teams channels the agent monitors.
Knowledge behavior
Toggle article suggestions on or off. When enabled, the agent always checks the knowledge base before moving to intake.
Request behavior
Choose how the agent creates requests. "Try to create directly" creates the request without a confirmation step. "Always show pre-filled form" lets the employee review and submit before the request is created.
Stale reminders
Set how long the agent waits before sending a reminder on an abandoned conversation.
Improving service matching accuracy
The Triage Agent uses your Service Catalog descriptions to match requests to the right service. The About field on each service plays a direct role in AI accuracy.
Tips for writing effective service descriptions:
- Describe what the service is for in plain language, as if explaining it to a new employee
- Include the types of requests it covers: "Use this service for VPN access issues, remote connectivity problems, or network login failures"
- Avoid internal jargon or abbreviations employees wouldn't use when describing a problem
Coming soon
External link knowledge articles
Admins will be able to add external URLs — vendor docs, third-party guides, public knowledge bases — directly to the knowledge base. The Triage Agent will surface these alongside internal Notion and Confluence articles.
The Triage Agent is available on the Pro plan and is activated by default. During the beta, configuration and behavior may evolve based on your feedback.