Triage legal requests agentic workflow

  • Release version: Yokohama
  • Updated April 4, 2025
  • 2 minutes to read
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    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Triage Legal Requests Agentic Workflow

    The Triage legal requests agentic workflow allows users to predict the appropriate legal category for general legal requests and initiate a transfer upon confirmation from a legal fulfiller or group manager. Ensure all configurations are complete to run this workflow effectively.

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    Key Features

    • Trigger Conditions: The workflow activates when a general legal request is submitted and an assignment rule is set, or when the Assigned to field is updated.
    • Access: Available in the Now Assist panel for users with the nowassistpaneluser role and can be accessed from AI Agent Studio by users with the snaia.admin role.
    • AI Agents:
      • Record Management AI Agent: Gathers request details from the description.
      • Record Field Value Prediction AI Agent: Analyzes similar records to predict the legal category.
      • Transfer Legal Request AI Agent: Functions as a supervised agent to predict the category and manage the transfer after confirmation.

    Key Outcomes

    Users can view the agentic workflow conversation in the Now Assist chat panel. If users decide to transfer the request, they will confirm by entering "Yes," which cancels the original request and creates a new one with the predicted category. If they opt not to transfer, entering "No" will close the conversation without any changes.

    Use the Triage legal requests agentic workflow to predict the appropriate legal category and to initiate a transfer after a confirmation from the legal fulfiller or group manager.

    Triage legal requests agentic workflow overview

    Important:
    The agentic workflow is triggered under the following conditions:
    • A general legal request is submitted and an assignment rule is configured for it.
    • The Assigned to field is updated for a general legal request.

    The agentic workflow conversation can be seen in the Now Assist panel by the legal fulfiller or group manager with the now_assist_panel_user role.

    Accessing the Triage legal requests agentic workflow from the AI Agent studio

    You can access the agentic workflow from AI Agent Studio when you have the sn_aia.admin role.

    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Triage Legal Requests.

    AI agents used in the Triage legal requests agentic workflow

    Table 1. AI agents names and descriptions
    Name Description
    Record management AI agent Obtains the request details from the provided description.
    Record field value prediction AI agent Checks for similar records and predicts the legal category.
    Transfer legal request AI agent Is the supervised agent. The AI agent predicts the appropriate legal category, and initiates a transfer after a confirmation from the legal fulfiller.

    Using Triage legal requests agentic workflow

    The agentic workflow conversation can be seen in the Now Assist panel by the legal fulfiller or group manager with the now_assist_panel_user role.

    1. Open the Now Assist panel by selecting the Now Assist icon Now assist icon
    2. In the Now Assist chat panel, select the legal request under the active chat.
    3. See the agentic workflow conversation and the predicted legal category:
      • If you choose to transfer the general legal request, enter Yes and select the send icon (Send icon.) in the panel. When it's transferred, the original request is canceled and a new request is created with the predicted legal category. The agentic conversation is closed after the transfer of the legal request.
      • If you choose not to transfer the general legal request, enter No and select the send icon (Send icon.) in the panel. The general legal request isn’t transferred and the agentic conversation is closed.