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AI Agent ​

Junto's AI agent is the core of the platform. It is an AI-powered assistant that triages incoming signals, gathers context from your connected integrations, and helps your team resolve issues through a conversational interface.

How It Works ​

When a new signal arrives (typically synced from a ConnectWise PSA ticket), the agent can begin working on it:

  1. Context gathering -- The agent gathers relevant context about the signal from your connected systems, including ticket details, customer information, device data, prior notes, and any relevant runbooks.
  2. Tool access -- Based on the integrations your organization has connected, the agent can query ConnectWise, NinjaOne, ITGlue, Sophos, Pax8, and Microsoft 365 for additional information.
  3. Conversational triage -- The agent presents its findings and recommendations in a chat interface. Technicians can ask follow-up questions, request specific actions, or provide guidance.
  4. Action execution -- When the agent needs to take an action (updating a ticket, adding a time entry, running a script), it requests approval from the technician before proceeding.

Each agent session is isolated to your organization's data only. Tool access is further restricted to the specific company associated with the ticket being triaged.

Available Tools ​

The agent has access to tools from each connected integration. The specific tools available depend on which integrations your organization has connected. See the Integrations section for details on each integration.

Approval System ​

Junto keeps your team in control with a built-in approval system. When the agent needs to take an action, it prompts you in the triage interface where you can approve, deny, or modify the parameters before it proceeds.

Your organization's administrators can customize approval policies to match your team's workflow — for example, allowing low-impact actions to run automatically while requiring approval for higher-impact changes.

Role-Based Permissions ​

Junto uses a role hierarchy (Owner, Admin, Manager, Operator, Technician) that determines what each team member can access and approve.

Suggestion Chips ​

When the Triage Note processor is enabled, each ticket comes with 2-3 suggested prompts displayed as clickable chips above the chat input. These give technicians a quick starting point instead of typing from scratch -- for example, "Check the user's device for recent alerts" or "Search for similar tickets from this client."

Clicking a chip sends that prompt directly to the agent and starts the conversation.

Runbook Execution ​

The agent can follow documented runbook procedures step by step, executing actions through your connected integrations. This is useful for repetitive tasks like new user onboarding, password resets, or scheduled maintenance procedures.

Next Steps ​