Accessing and viewing intelligent triage intents

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As part of intelligent triage, your account includes a prebuilt list of default intents specific to your industry that predict what a ticket is about. To address your specific business needs, you might also create custom intents or review recommendations to improve your intent quality. Recommendations are made based on your ticket data.

You can access all of your intents in Admin Center.

This article contains the following topics:

• Accessing the intelligent triage Intent page
• Finding intents

Related articles:

• Automatically detecting customer intent, language, and sentiment

Accessing the intelligent triage Intent page

You can access the Intent page from Admin Center.

To access the intelligent triage Intent page

• In Admin Center, click AI in the sidebar, then select Intelligent triage > Intent.

  

  Review details about your intents, such as coverage, which is a count of all the tickets assigned to an intent in the last 30 days.

  From this page, you can also take the following actions:

  • Find intents by searching or filtering
  • Create custom intents to address your specific business needs
  • Review and accept intent recommendations to automate intent maintenance
  • Edit and manage your intents
  • Configure your intent settings

Finding intents

You can find intents by:

• Searching intents
• Filtering intents
• Filtering intent suggestions

Searching intents

Search the list of intents to quickly find the intent you're looking for.

To search intents

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Intent.

   By default, the page opens on the Intents tab. If you want to search intent recommendations, click the Recommendations tab.

2. In the search box, start typing your search term.

Filtering intents

Filter intents by status or type

To filter intents

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Intent.
2. From the Intents tab, click Filter.
3. Select an intent Status.

   

   Select either All statuses, Active, or Inactive.

4. Select a Type.

   Select either All intents, Default, or Custom.

5. Click Apply filters.

Filtering intent recommendations

Filter the list of intent recommendations by review status or type.

To filter intent recommendations

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Intent.
2. Click the Recommendations tab, then click Filter.

   

   You can filter recommendations by status or type.

   • To filter by review status, select an option from the Status drop-down.

     Select either All, In review, Declined, or Accepted.

     If you accepted a recommendation to create a new intent, it appears on the Intents page and not in the filtered list of accepted recommendations.

   • To filter by the type of recommendation, select an option from the Type drop-down.

     Select either All, Conflict, or New intent.

3. Click Apply filters.