You can enable your chatbot to understand the intent of your customers in a chatbot conversation. Set up questions and its variants and map them to an answer or a chatbot flow so the bot can detect the intent and direct the customers to the right answer.

With ready-to-use fallback flows like 'transfer to live-agent' or 'create a ticket', your agents take over from your bots at any moment.

  • Login to your chatbot account as an Admin/Owner.

  • Select the required bot from the bot list and click on the ‘Intents’ icon from the right navigation bar.

  • Click on the ‘Start’ button to start and the ‘+ New intent’ button to create a new intent.

  • You can add a new intent by typing the primary question in the ‘Add intent’ box. Based on the text here, you will be able to see similar intents, if any.

  • Use the ‘Add variants’ button to keep adding multiple variants (new or existing) to this intent.

    • You will be notified if the same intent is added twice.

  • Once the intent and its variants are configured, you will have to map it to a flow or an answer or both. If both are configured, then the answer will get triggered first followed by the flow.

Note: If any flow is marked as inactive or if the flow name is changed, the flow will not be triggered. You will be notified with an error message ‘Mapped flow is unavailable’ with the flow name marked in red.

  • If you have existing intents, you can search using the ‘Type your intent here’ bar.

  • All the similar intents based on your search term will show up as a list.

  • You can quickly add the listed intents as variants to the primary intent from here.

  • A list of the all the unmapped, unhelpful, and intents with fewer variants (to improve coverage) can be found here.

  • For unmapped and unhelpful intents, you can click on the pencil icon to go to the ‘new intent’ screen. All the similar intents will show be available here. You can use the ‘+ add intent’ button to add them as variants to the primary intent.

  • For all other intents with the ‘improve coverage’ tag, you’ll be able to add more variants as required.

  • Fallback flows will be triggered when the bot is not able to respond to the customer’s question.

  • You can also set up variants to the fallback message on this page.

  • Connect the fallback message to flow so the customers are redirected to this flow whenever the bot is unable to take the conversation further.

For Answers:

  • Feedback, if enabled, will be triggered after every answer. Based on the ‘Yes’ or ‘No’ option, the customer can be taken to the mapped flow (this is optional).

  • If there is no mapped flow, a thank you message will be shown: ‘Thanks for your feedback’.

For Flows:

  • Feedback, if enabled, will be triggered after every flow. The customer will go to the mapped flow when the feedback is marked as ‘No’.

  • A simple thank you message will be shown: ‘Thanks for your feedback’ when the customer marks feedback as ‘Yes’ and the customer will be able to continue the conversation.