Available on Suite Professional plans and above
This functionality is part of AI agents.

If you have an intent model assigned to your account, you can view a list of the intents associated with your assigned intent model. The list includes up to 250 industry-relevant intents, ordered by how frequently customers ask questions related to the intent in the conversation bot.

On the Intents page for a conversation bot, you can view a list of intents, how often they match customer queries, and the answers they are assigned to.

This article includes the following sections:

  • About the intents list for your bot
  • Accessing the list of intents for your bot
  • Finding intents in your intents list
Related article:
  • Reviewing and assigning intents for common questions without bot answers.

About the intents list for your bot

If you have an intent model assigned to your account, you can view a list of intents for each conversation bot.

The Intents page includes the intents list, which displays data relevant to intent usage and categorization. The list includes these columns:

  • Topic: The intent text.

  • Category: The subcategory of the intent.

  • Frequency: The number of matched customer queries in the set period. This count is recorded only for intents not assigned to an answer.

  • Answer: The intent’s behavior when matched to a customer query. You can use the drop-down in this column to set or update the intent’s behavior. Options include:

    • Generate a reply (default setting for bots with generative AI only): The bot creates a response to a customer’s matching question.

    • Don’t generate a reply (bots with generative AI only): The bot replies with the standard bot response (“Sorry I couldn't find a good answer to your question. Here are some topics that might help though”).

    • Add an answer (default setting for bots without generative AI): The bot replies with the standard bot response (“Sorry I couldn't find a good answer to your question. Here are some topics that might help though”).

    • Listed answer: The bot replies with the displayed answer.

Accessing the list of intents for your bot

You can view a list of the intents associated with your assigned intent model.

To access the intents list
  1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
  2. Click Manage conversation bots.
  3. Click the bot you want to work with, then click the Intents tab.
  4. On the intents page, you can do any of the following:
    • Find intents by searching, filtering, or sorting.
    • Manage generative reply settings for specific intents and for questions without matching intents.

Finding intents in the intents list

You can search the intents list, sort the list according to any column, or filter based on time or subcategory.

Searching the intents list

You can search the intents list by topic to locate a specific intent.

To search the intents list
  1. Open the intents page for your bot.
  2. Enter your search term or keywords in the search bar.

    The list displays all intents matching your search term. Current filtering and sorting settings apply to the search results.

Filtering the intents list

You can narrow down the intents displayed in the list by time period, category, and exclusion options.

To filter the intents list

  1. Open the intents page for your bot.
  2. Click Filter at the top of the intents list.
  3. In the Filter options window, fill in the following information:
  4. Select a Time period during which the intents were matched to a customer’s question.

    You can select 7, 14, or 30 days.

  5. Select a subcategory from the Category list to filter on.

    You can select as many subcategories as needed.

  6. Select an Exclude rule:

    • Answered: Intents currently assigned to answers. This is a helpful option if you want to find a list of intents that are not currently assigned to answers.

    • Generate a reply (bots with generative AI only): Intents that use generative replies to send a response to matching customer queries without an assigned answer.

    • Never asked: Intents not matched to a customer query in the set time period.
  7. Click Apply filters.

    The intents list is filtered based on your settings.

You can clear the filters by clicking any of the criteria at the top of the list or by clicking Clear filters.

Sorting the intents list

By default, the list of intents is ordered by how frequently customers ask questions related to the intent. You can sort based on any column.

To sort the intents list
  1. Open the intents page for your bot.
  2. Click the Sort icon () at the top of the column you want to use to order the list.

    The intents list sorts in ascending order based on the column you selected.

You can click the column heading a second time to change from ascending to descending order. Click the column heading a third time to return to the default sort order.

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