AI Agents & Automation
What happens to an intent
When an intent is updated, hidden or deleted
An intent is an AI agent on a ticket. It goes through three states:
Intent not executed → Intent executed, further steps possible → Intent terminated (no further steps)
An intent can also be terminated by its first execution, when no further steps are possible.
| When… | Intent, not executed | Intent executed, further steps possible | Intent terminated |
|---|---|---|---|
| New customer message | Updated – same AI agent: the intent is updated, not stored a second time | Stays – the next step continues it | Stays – a new intent may appear next to it |
| User clicks "Refresh" at the top of the ticket (the whole ticket is analysed again from scratch) | Updated if detected again, otherwise Soft-deleted | Soft-deleted | Soft-deleted |
| User clicks "Re-run AI agents" in the AI agents section | Updated if detected again, otherwise Soft-deleted | Stays – the next step continues it | Stays – a new intent may appear next to it |
| User refreshes a single AI agent ("Refresh this agent") | Updated | Stays | Stays |
| Ticket gets a contract (the intent was created before the ticket had one) | Hidden | Hidden | Hidden |
| Ticket is moved to a different contract | Hidden – shown again when the ticket gets the previous contract back | Hidden – shown again when the ticket gets the previous contract back | Hidden – shown again when the ticket gets the previous contract back |
| Contract is removed from the ticket | Deleted | Hidden | Hidden |
| User removes the intent from the ticket | Soft-deleted | Soft-deleted | Soft-deleted |
| AI agent is deleted in the settings | Hidden on every ticket | Hidden on every ticket | Hidden on every ticket |
| GDPR deletion of the ticket | Deleted | Deleted | Deleted |
- Hidden – not shown, data kept.
- Soft-deleted – no longer shown, kept in the database.
- Deleted – permanently deleted.
Smart Agent V2
With Smart Agent V2 one AI agent builds a resolution plan for the ticket. The plan is an intent; each of its steps is an intent of its own that belongs to the plan. A plan goes through three states:
Plan not executed → Plan partly executed (some steps executed, others still open) → Plan terminated (all done, or replaced by a newer plan)
A plan can also be terminated straight from "not executed".
| When… | Plan, not executed | Plan partly executed | Plan terminated |
|---|---|---|---|
| New customer message (a new plan is built) | Plan Terminated, steps Terminated | Plan Terminated; executed steps Stay, open steps Terminated | Plan and steps Stay |
| User clicks "Refresh" at the top of the ticket (a new plan is built) | Plan Soft-deleted; steps Terminated, shown without their plan | Plan Soft-deleted; executed steps Stay, open steps Terminated, all shown without their plan | Plan Soft-deleted; steps Stay, shown without their plan |
| User clicks "Re-run AI agents" in the AI agents section (a new plan is built) | Plan Terminated, steps Terminated | Plan Terminated; executed steps Stay, open steps Terminated | Plan and steps Stay |
| User refreshes a single AI agent | Stays – a plan or step cannot be refreshed on its own. If the refreshed AI agent is the plan's and answers without a plan: plan and open steps Terminated, executed steps Stay | Same as "not executed" | Stays |
| Ticket gets a contract, or is moved to a different contract | Plan and steps Hidden – shown again when the ticket gets the previous contract back; the next new plan terminates it all the same | Plan and steps Hidden – shown again when the ticket gets the previous contract back; the next new plan terminates it all the same | Plan and steps Hidden – shown again when the ticket gets the previous contract back |
| Contract is removed from the ticket | Plan and steps Deleted | Plan Deleted; executed steps Hidden (shown without their plan when the contract comes back), open steps Deleted | Plan and steps Hidden |
| User removes the plan or a step | Not possible | Not possible | Not possible |
| The plan's AI agent is deleted in the settings | Plan Hidden on every ticket; steps Stay, shown without their plan | Same | Same |
| The AI agent of one step is deleted in the settings | That step Hidden on every ticket; the plan and its other steps Stay | Same | Same |
| GDPR deletion of the ticket | Plan and steps Deleted | Plan and steps Deleted | Plan and steps Deleted |
- Terminated – still shown, no further steps.