Classification Actions

Classification Actions provide AI-powered suggestions for classifying data cards, such as assigning a ticket to the correct category, service, or cost center. This helps reduce manual effort and improves routing accuracy.

When triggered, the AI analyzes the configured context attributes (for example ticket subject or description) and compares them with the available classification options.

Classification Actions are configured by administrators in the M42 Intelligence administration interface and can be triggered manually by agents or automatically through workflows.

Managing Classification Actions

Administrators can manage classification actions from the Classification Actions tab.

The tab lists all configured actions with the following information:

• Unique name – Internal identifier for the configuration
• Description – Explanation of the action
• User title – Name shown to agents in the UI
• Template – Template where the action is available
• Context attributes – Attributes used as input for the AI
• Classification attribute – Attribute that receives the suggested classification
• Description attribute – Optional attribute used to improve classification accuracy
• Visibility – Determines whether the action is available to users

Administrators can add, edit, or delete classification action configurations from this view.

Creating a Classification Action

To create a classification action:

1. Open the Classification Actions tab.
2. Select Add.
3. Configure the action settings.
4. Save the configuration.

The configuration dialog includes the following fields:

• Unique name – Internal name used to identify the configuration.
• User title – Title displayed to users in the Agent UI.
• Description – Optional description explaining the action.
• Classification system prompt – System-defined prompt used for classification. This prompt cannot be edited.
• Additional admin prompt (optional) – Additional instructions to guide the AI classification.
• Visibility – Controls whether the action is visible to users.
• Template – Template where the classification action will be available.
• Context attributes – Attributes whose values are analyzed by the AI.
• Classification attribute – Reference attribute that defines the available classification options.
• Description attribute (optional) – Attribute containing descriptions of the classification options.

Description Attribute

The Description attribute is optional and can be used to improve classification accuracy.

When configured, the AI evaluates both:

• The name of the classification option.
• The description of the option.

If descriptions are not available for some options, the system classifies based on the option name only.

Only single-value String or Text attributes can be used as description attributes.

Visibility

The Visibility setting controls whether the classification action is available to users:

• Visible – The action can be used in the Agent UI.
• Hidden – The action remains configured but is not available to users.

Deleting a Classification Action

To delete a classification action, select the delete option from the action list and confirm the deletion. Deleted configurations cannot be restored.

Using Classification Suggestions in the Agent UI

When a Classification Action is available for a template, agents can receive AI-generated classification suggestions when viewing or editing a data card.

The suggestion appears in the classification attribute field (for example *Service* or *Category*) together with an AI suggestion indicator.

Reviewing the Suggestion

When a suggestion is generated, the UI displays:

• The suggested classification value.
• An AI suggestion label.
• Action buttons to Accept or Deny the suggestion.

Agents can review the suggestion before deciding whether to apply it.

Additional information about the suggestion may be shown in a tooltip, explaining how the AI arrived at the recommendation based on the ticket content.

Accepting or Rejecting a Suggestion

Agents have the following options:

• Accept – Applies the suggested value to the classification attribute.
• Deny – Rejects the suggestion without changing the attribute.

Agents can also manually select a different value from the attribute dropdown if the suggested value is not appropriate.

AI Badge

When a classification value is automatically set by AI (for example through workflows), an AI badge appears next to the attribute.

The badge indicates that the value was set by AI.

Hovering over the badge shows the message:

AI automatically set this value by analyzing the data card attributes.
You can update this value manually whenever needed.

The badge is visible to all users who have permission to view the attribute.

If the attribute value is modified manually, the AI badge is automatically removed.

Permissions

Classification suggestions are generated only from entities and attributes the user has permission to access. This ensures that sensitive data is not exposed through AI suggestions.

Using Classification Actions in Workflows

Classification Actions can also be executed automatically in workflows using the AI Node. This allows the system to classify data cards without requiring manual interaction from agents.

Configuring Classification in a Workflow

In the workflow editor:

1. Add an AI Node to the workflow.
2. Select Classification as the node type.
3. Choose the Classification Action to execute.
4. Select the target attribute where the classification result will be written.

The selected attribute must support reference values and typically corresponds to the classification attribute defined in the action configuration.

Limitations and Requirements

The following limitations apply to Classification Actions:

• Classification Actions are supported only in the Agent UI.
• The classification attribute must be a single-value reference attribute that refers to one template only.
• The optional description attribute must be a single-value String or Text attribute.
• Classification suggestions are generated only from entities and attributes that the user has permission to access.
• Classification Actions are supported with M42 GenAI, Azure OpenAI, and OpenAI providers.
• The number of available classification options may be limited depending on system configuration.

Classification results are suggestions, and users can always review or modify the classification before saving the data card.