Omnipresent Agent uses DevRev AI Agents to generate AI-powered draft replies for customer work on tickets and conversations. It listens to DevRev events: when a ticket is created, subtype or tags change (or other configured updates), when tag-based filtering applies, or when a customer adds a comment on a ticket or conversation, the snap-in can trigger your chosen AI Agent and post a contextual draft as a SnapKit card on the timeline. The card includes Use (insert into the composer to send), Copy (clipboard—useful for channels like email when configured), and Cancel (dismiss). You can optionally auto-send the first AI response per ticket or conversation; later responses stay as drafts. Administrators tune behavior with inputs such as agent number, max responses, tickets vs conversations, subtype and tag filters, source channels, Copy vs Use by channel, optional subtype classification for new tickets, and optional DevRev new routing (auto-reply, stage, and tag for unassigned tickets in selected subtypes), plus stage moves on external replies when enabled.

Features

• AI draft generation
  o Triggers on ticket creation, subtype/tag-related updates, and customer comments on tickets or conversations (per your filters), and runs the configured AI Agent to produce draft replies.

• SnapKit timeline card
  o Surfaces drafts on the timeline with Use, Copy, and Cancel so agents can send, copy for certain channels, or dismiss the suggestion.

• Optional auto-send
  o Can automatically send the first AI response to the customer; further responses appear as drafts (subject to max responses and other settings).

• Agent and volume controls
  o Choose the AI Agent by number and cap AI responses per ticket or conversation (1–5 or unlimited).

• Scope: tickets and conversations
  o Independently enable or disable generation for tickets and conversations.

• Filtering
  o Restrict by ticket subtypes, optional trigger tags, and source channels (tickets and conversations separately).

• Channel UX
  o Configure which source channels show Copy vs Use (for example email vs chat).

• Optional subtype classification
  o For tickets created without a subtype, an optional flow can classify subtype via an AI agent (with configurable available subtypes and optional separate classify agent) before normal behavior runs.

• Optional DevRev new routing
  o For selected subtypes with an unassigned owner, can auto-send an AI reply and apply stage/tag (and related options such as unassigned owner Don id, Tags to run, stage names, and tag), with configurable “new routing” subtypes.

• Optional ticket stage on reply
  o Can move ticket stage when there is an external/public reply, using your org’s stage API names.

Installation

For detailed installation and configuration instructions, refer to the snap-in documentation. Snap-in Documentation