Request Management Agent

The Request Management Agent recommends the Request(s) to create for the Interaction, including the suggested product, question, category, and sub-category, and the documents to fulfill each Request.

How the agent works

The agent has two reasoning flows that run in sequence, both writing to an AIMI Response Log of record type MAI_Request.

Recommend the product and question. Following its reasoning instructions, the agent:

1. Retrieves the Interaction with the AIMI Agent: Get Interaction Details flow.
2. Passes it to the Interaction: Product And Question prompt template, which identifies the product and question for each request implied by the Interaction.
3. Creates one request response log per identified element with the AIMI Agent: Create Request Response Log flow, setting MAI_Product__c and MAI_Question__c.

Recommend the category and sub-category. For each request response log, the agent then:

1. Retrieves the response log with the AIMI Agent: Get Response Log flow.
2. Passes it to the AIMI Response Log: Suggest Category prompt template.
3. Updates the response log with the AIMI Agent: Update Response Log flow, setting the recommended MAI_Request_Type__c, MAI_Category__c, and MAI_Sub_Category__c (picklist dependencies respected).

Document recommendations reuse the MIC Content Search engine, so only documents published in Mavens Content (MCM) are suggested. The top matches, up to a configurable maximum, are surfaced in MAI_Suggested_Documents__c.

In the review panel

Each recommended Request appears as a card in the AIMI Recommends panel, surfacing the request type, product, question, category, sub-category, and the suggested documents. The specialist can:

• Accept and Create, select which suggested documents to attach, then create the Request. The selected documents are attached through the standard MIC content path when a document has a content-version reference, otherwise via a direct MED_Request_Document__c insert, and the chosen documents are recorded in MAI_Accepted_Documents__c.
• Reject, decline the recommendation; a rejection rationale is required and is stored in MAI_Rejected_Rationale__c.
• Check Source or preview, open the originating email, or preview a suggested document's content version.

Actions available for reasoning

Action	API name	Type
AIMI Agent: Get Interaction Details	MAI_AIMI_Agent_Get_Interaction_Details	Flow
Interaction: Product And Question	MAI_AIMI_Interaction_Product_And_Question	Prompt template
AIMI Agent: Create Request Response Log	MAI_AIMI_Agent_Create_Request_Response_Log	Flow
AIMI Agent: Get Response Log	MAI_AIMI_Agent_Get_Response_Log	Flow
AIMI Response Log: Suggest Category	MAI_AIMI_Response_Log_Suggest_Category	Prompt template
AIMI Agent: Update Response Log	MAI_AIMI_Agent_Update_Response_Log	Flow

See Recommendation types → Request for the full field reference.