You can now see and control what AI Agent handles, and what it hands to your team, on a single page: AI Coverage (formerly Intents).

Why it matters

These controls used to be scattered. Intent settings sat inside Skills, where many teams struggled to find them, and handover topics lived in a separate Settings panel. AI Coverage puts them together, so it's clear when AI Agent responds and when your team steps in.

What's included

  • Every intent, with its tickets and handovers, labeled "AI handling" or "Handing over"

  • Link a skill so AI Agent follows your instructions, or leave the intent unlinked so AI Agent answers from your knowledge

  • Handover topics on the same page

How to access

Go to AI Agent > AI Coverage.

More is coming later this year, including support for AI ignore rules.