new
Magic 2.26
🤖 Pia Smart Forms - Triage Agent Re-engagement
The Triage Agent now stays active after sending a Pia smart form and drives the conversation to a resolution.
What's new
- Agent confirms form submission and either closes the ticket (if contact confirms) or escalates to a technician, based on your intent config
- Agent handles cancellations and errors by escalating automatically
- If the contact messages while the form is pending, normal triage continues uninterrupted
How to configure
Two new optional fields on any Pia smart form intent:
- External Reply - prompt the agent on what to say after submission.
- Resolution checkbox - check to close on contact confirmation, uncheck to auto-escalate
No changes needed to existing intents to get the base behavior.