Introduction

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What are Intents?

Intents identify what users are trying to accomplish and capture the meaning behind their messages, regardless of how they phrase them.

For example, when users ask “Where’s my order?” or “Track package”, they share the same underlying goal - to locate their order.

Intents can be used to define how your chatbot should respond when it recognizes these user goals. Each intent can be linked to specific conversation flows, data collection requirements, and response templates, enabling the chatbot to take appropriate action.

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How Intents Work

Intents are defined in the Intents section of your chatbot’s builder. Each intent consists of:

• Name: A clear, descriptive identifier (e.g., “Order Tracking”, “Submit ticket”).
• Description: Explains the user’s goal or purpose this intent represents.
• Sample phrases: Collection of sample messages that would trigger this intent. This helps the chatbot understand the intent and accurately match it to user messages.