Work with intents in a bot flow
Intents describe a goal or task that the user wants to do. For example, order a pizza or retrieve an account balance. The user interacts with the bot to resolve their intent. After you create a bot flow, add or import intents.
Notes:
- Intent names can include letters, numbers, and spaces.
- The system reserves the following intent names: None and Knowledge. You cannot use these names when you create your own intents.
- You must have two utterances added to your intent before you can save it.
- For information about importing intents and utterances from the intent miner, see Import mined intents into a Genesys Dialog Engine Bot Flow or Genesys Digital Bot Flow.
Add an intent
To create an intent, follow these steps:
- Create a bot flow or open an existing one. The Bot Flow page opens.
- Under Natural Language Understanding, click Intents.
- To add a new intent, do the following:
- Click Add Intent.
- Add a distinctive name for the intent and click Save.
- Under Utterances, type the phrase.
- Click Add.
- Repeat steps c and d for each additional utterance.
- Next, add slots.
For more information, see Map slots to utterances.
Rename an intent
To modify the name of an intent, follow these steps.
- Under Natural Language Understanding, click Intents.
- From the Intents page, click Edit next to an intent.
- Change the name of the intent and click Save.
Delete an intent
If you delete an intent, you also delete all of its related components (utterances and entities).
- Under Natural Language Understanding, click Intents.
- From the Intents page, click Delete next to an intent.
- Click Delete in the confirmation dialog.