Intents

Intents in Journeys

Intents define the purpose of a user's message and act as triggers for specific journey flows. When a user's input matches an intent, the corresponding journey is activated, guiding the assistant on how to respond.

How Intents Work

1. User sends a message – The assistant analyzes the input.
2. Matching an intent – The system matches the input against defined intents.
3. Triggering a journey – If a match is found, the corresponding journey starts.

Configuring Intents

Each intent has two key components that influence how and when a journey flow is triggered:

1. Intent Description

The intent description provides a summary of the intent’s purpose. This helps structure the assistant’s understanding of what the intent should capture.

Example:

• Intent Name: Get Products
• Description: Enables customers to request a list of products or details about specific products from the store.

A clear and precise description ensures that the assistant correctly identifies the intent.

2. Utterances

Utterances define possible user inputs that should trigger the intent. These phrases help the assistant recognize user intent more accurately.

Example Utterances for a "Get Products" Intent:

• Do you have any products on sale?
• Show me the latest products.
• Can you find a product for me?
• Do you have new arrivals in your store?
• Is this product available in your physical store?

The more diverse the utterances, the better the assistant can recognize different ways users may phrase similar requests.

Creating and Managing Intents

Adding a New Intent

1. Navigate to Build > Actions > Intents.
2. Click Add Intent.
3. Enter a Name and Description.
4. Add Utterances that define when this intent should trigger.
5. Click Save.

Editing an Intent

1. Open an existing intent from Build > Actions > Intents.
2. Modify the description or utterances to improve how the assistant interprets user input.
3. Click Update to save changes.

Best Practices for Configuring Intents

• Use diverse utterances – Ensure variations to cover different phrasing.
• Be specific in descriptions – This helps fine-tune when an intent is triggered.
• Refine based on real user data – Analyze how users interact and update intents accordingly.

Summary

Feature	Description
Intent	A named action that triggers a journey based on user input.
Description	A summary defining the intent’s purpose and behavior.
Utterances	A list of example user inputs that trigger the intent.
Journey Trigger	When a user message matches an intent, the related journey is activated.

By properly configuring intent descriptions and utterances, users can fine-tune when and how journey flows are triggered, ensuring a more natural and responsive assistant.