Import and export Intelligent Triage intents

Add API access for importing and exporting Intelligent Triage intents

Add support for managing Intelligent Triage intents via API (and optionally CSV) to enable bulk creation, updates, cleanup, and reuse.

Standard Intelligent Triage intents often do not match an account’s classification model. Replacing them requires extensive manual work, and current limitations make this difficult to manage at scale:

• Standard intents must be removed one by one and cannot be fully deleted, only deactivated.
• Custom intents must be created manually.
• Intents cannot be re-categorized once created.
• There is no way to back up, reuse, or bulk edit intents.

This makes initial setup slow and risky, especially when early design decisions are hard to reverse.

Common scenarios where this becomes a blocker:

• Replacing most standard intents with a custom taxonomy.
• Aligning intents with existing reporting or routing models.
• Reusing the same intent structure across brands, sandboxes, or accounts.
• Making large-scale changes after initial rollout.

Manual UI-based management does not scale in these cases. API-based intent management would enable faster onboarding, lower admin effort, reduced error risk, and safer experimentation with intent models.

There is currently no practical workaround. All intent management must be done manually in the UI, with high impact for admins and enterprise teams managing large or customized intent sets.