# Discourse AI - AI triage using Agent
**URL:** https://meta.discourse.org/t/discourse-ai-ai-triage-using-agent/356375
**Category:** Site Management
**Tags:** automation, how-to, ai
**Created:** [March 8, 2025, 5:08am UTC](https://meta.discourse.org/t/discourse-ai-ai-triage-using-agent/356375 "2025-03-08T05:08:42Z")
**Posts on this page:** 12
**Page:** 1
### Author:  [@Saif](https://meta.discourse.org/u/Saif)
#### Post date: [March 8, 2025, 5:08am UTC](https://meta.discourse.org/t/discourse-ai-ai-triage-using-agent/356375/1 "2025-03-08T05:08:42Z")
AI triage uses the power of AI [Agents](https://meta.discourse.org/t/ai-bot-agents/306099) to respond to topics intelligently.
> ℹ Please note that this feature requires both the [discourse-automation](https://meta.discourse.org/t/discourse-automation/195773) and [discourse-ai](https://meta.discourse.org/t/discourse-ai/259214) plugins to function.
## Use cases
1. **Automatic support** : Generate intelligent responses to people’s support questions. For example, in a #Support category, the agent can use community content for context. A bonus is to have the answers generated through [whispers](https://meta.discourse.org/t/creating-a-whisper-post/44247) so a responder can first use the suggested answers before replying
2. **Category expert** : Have a designated agent expert for each category in your community. Respond to the first post of a topic, with human follow-up if needed
3. **Subtle moderation** : Nudging users to post community-appropriate content in the right places. For example, if a topic seems like a mismatch with the category, instead of making that change automatically, replying in the topic suggesting other categories to alert the poster
4. **Stalled topic follow-up** : Automatically respond to topics that have gone unanswered for a period of time, using the `stalled_topic` trigger to nudge conversations forward
Due to the Agents being fully customizable, a community can leverage this feature in many other ways.
## How it works
AI triage using Agent _can_ unconditionally respond to topics and posts by using agents to understand context and drive intelligent responses.
To set up this feature, navigate to **Admin → Plugins → Automations → New automation** and select the **LLM Agent Triage** script. You must have an agent created before using this feature.
The following is an example automation rule and an associated agent.
 
### Triggers
This automation supports two triggers:
- **Post created/edited** : Fires when a new post is created or an existing post is edited
- **Stalled topic** : Fires when a topic has had no activity for a configured period of time
### Configuration
To configure this feature, you need to specify certain parameters:
- **Agent** : AI Agent to use for triage. Must have default [LLM](https://meta.discourse.org/t/discourse-ai-large-language-model-llm-settings-page/319903) and user set
- **Reply as Whisper** : Whether the agent’s response should appear as a [whisper](https://meta.discourse.org/t/creating-a-whisper-post/44247)
- **Silent Mode** : If selected the agent will receive the content but will not post anything in the forum. An admin must create [Custom tools](https://meta.discourse.org/t/ai-bot-custom-tools/314103) before using this option. This is used in conjunction with the **Tools** field in the Agent settings. This can be useful for:
> ℹ **Silent Mode** and **Reply as Whisper** are mutually exclusive — only one can be active at a time.
## Caveats
- LLM calls can be expensive. Be careful to monitor costs and always consider running on small subsets
- Be mindful that LLMs can hallucinate, so make sure to check any output carefully
- Posts made by bots are automatically skipped and will not trigger the agent
- Rate limiting is applied: by default, a maximum of 60 triage calls per minute globally and 2 per individual post per minute. These can be adjusted via the hidden site settings `ai_automation_max_triage_per_minute` and `ai_automation_max_triage_per_post_per_minute`
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### Author:  [@thoka](https://meta.discourse.org/u/thoka)
#### Post date: [March 8, 2025, 6:13am UTC](https://meta.discourse.org/t/discourse-ai-ai-triage-using-agent/356375/2 "2025-03-08T06:13:32Z")
Awesome.
Could this also be used to write summaries for incoming mails, responding with a new topic in a different category?
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### Author:  [@sam](https://meta.discourse.org/u/sam)
#### Post date: [March 8, 2025, 6:17am UTC](https://meta.discourse.org/t/discourse-ai-ai-triage-using-agent/356375/3 "2025-03-08T06:17:29Z")
> [@thoka](#):
>
> Could this also be used to write summaries for incoming mails, responding with a new topic in a different category?
Not this feature, but we have a tool based automation that could do that with custom js , it is not quite ready yet
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### Author:  [@sam](https://meta.discourse.org/u/sam)
#### Post date: [March 8, 2025, 6:19am UTC](https://meta.discourse.org/t/discourse-ai-ai-triage-using-agent/356375/4 "2025-03-08T06:19:35Z")
Also worth noting, llm triage can also respond using a persona now, this means you can support custom replies based on triage
This automation unconditionally respond. Triage will conditionally respond
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### Author:  [@sam](https://meta.discourse.org/u/sam)
#### Post date: [March 19, 2025, 12:07am UTC](https://meta.discourse.org/t/discourse-ai-ai-triage-using-agent/356375/5 "2025-03-19T00:07:14Z")
Note @Saif we need to update the OP to explain “silent” option.
If you select “silent” no post is created, and no information is left behind.
This can sound extremely odd, but if you have a forced tool, it can perform side effects like
- Make an HTTP request to a company internal API informing that something just happened.
- Perform side effects on Discourse such as create a chat message, or flag a post
Using silent requires you also create a custom tool to perform the special action you want to perform.
Can you incorporate this into the OP (needs new screenshots etc)? Feel free to ask for clarifications.
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### Author:  [@Saif](https://meta.discourse.org/u/Saif)
#### Post date: [March 19, 2025, 6:26pm UTC](https://meta.discourse.org/t/discourse-ai-ai-triage-using-agent/356375/6 "2025-03-19T18:26:38Z")
> [@sam](#):
>
> Using silent requires you also create a custom tool to perform the special action you want to perform.
>
> Can you incorporate this into the OP (needs new screenshots etc)? Feel free to ask for clarifications.
A few questions
- Do you have to exclusively use silent mode? Can I have reply as whisper selected? Im assuming it doesn’t matter as there is no reply (from a UI perspective we should probably disable certain options if it doesn’t depend on it)
- Does it need to be only Forced tools? What about just regular tool calls from the persona? What if the persona has no Forced tools?
- I think we should put a disclaimer for this option given the dependency on Custom tools and having forced tools selected via the Persona
- Going back to the use cases I think this changes the name of this feature from AI auto responder back to AI triage via Persona since this option doesn’t have “auto-responses” that are visible or invisible (whispers)
---
### Author:  [@sam](https://meta.discourse.org/u/sam)
#### Post date: [March 19, 2025, 10:04pm UTC](https://meta.discourse.org/t/discourse-ai-ai-triage-using-agent/356375/7 "2025-03-19T22:04:34Z")
> [@Saif](#):
>
> Do you have to exclusively use silent mode? Can I have reply as whisper selected? Im assuming it doesn’t matter as there is no reply (from a UI perspective we should probably disable certain options if it doesn’t depend on it)
Yes it is exclusive at the moment. Which is a good point, I will see if I can make this a choice selector so it is less confusing.
> [@Saif](#):
>
> Does it need to be only Forced tools? What about just regular tool calls from the persona? What if the persona has no Forced tools?
Forced tools give you guarantees that tool will be called, but it can be used fine without forced tools.
> [@Saif](#):
>
> I think we should put a disclaimer for this option given the dependency on Custom tools and having forced tools selected via the Persona
Yeah it is a very difficult to explain and very powerful setting.
> [@Saif](#):
>
> Going back to the use cases I think this changes the name of this feature from AI auto responder back to AI triage via Persona since this option doesn’t have “auto-responses” that are visible or invisible (whispers)
That is a good point.
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### Author:  [@ozkn](https://meta.discourse.org/u/ozkn)
#### Post date: [May 20, 2025, 7:39am UTC](https://meta.discourse.org/t/discourse-ai-ai-triage-using-agent/356375/9 "2025-05-20T07:39:14Z")
Can something like “Writes” or “Replies” be added to the post page when the persona responds? Can something like that appear when normal users reply to the post be added?
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### Author:  [@sam](https://meta.discourse.org/u/sam)
#### Post date: [May 20, 2025, 7:55am UTC](https://meta.discourse.org/t/discourse-ai-ai-triage-using-agent/356375/10 "2025-05-20T07:55:05Z")
Technically it is a change we could make but it is quite complicated
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### Author:  [@ozkn](https://meta.discourse.org/u/ozkn)
#### Post date: [July 15, 2025, 5:58pm UTC](https://meta.discourse.org/t/discourse-ai-ai-triage-using-agent/356375/11 "2025-07-15T17:58:53Z")
Hello, is there any time limitation for ai persona triggering? For example, it is triggered every 10 seconds, etc. If so, how can I edit this value.
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### Author:  [@RBoy](https://meta.discourse.org/u/RBoy)
#### Post date: [July 16, 2025, 7:11pm UTC](https://meta.discourse.org/t/discourse-ai-ai-triage-using-agent/356375/12 "2025-07-16T19:11:26Z")
Great feature, suggestion. In the first post maybe reference that the starting point is `Discourse admin panel -> Plugins -> Automations -> Add automation` and that the Automation feature is disabled by default and needs to be enabled.
Spent about 30 minutes looking through all the AI features to see how to enable this before noticing that this is under Automations (and I had to enable the Automation feature which was disabled by default).
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### Author:  [@sam](https://meta.discourse.org/u/sam)
#### Post date: [August 5, 2025, 2:50am UTC](https://meta.discourse.org/t/discourse-ai-ai-triage-using-agent/356375/13 "2025-08-05T02:50:18Z")
We discussed this with @roman today, we are thinking of adding it into the feature page so it is more discoverable.