Work with intents in a bot flow

Intent miner: Feature coming soon

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.

Add an intent

To create an intent, follow these steps:

  1. Create a bot flow or open an existing one. The Bot Flow page opens.
  2. Under Natural Language Understanding, click Intents.
  3. To add a new intent, do the following:
    1. Click Add Intent.
    2. Add a distinctive name for the intent and click Save.
    3. Under Utterances, type the phrase.
    4. Click Add.
    5. Repeat steps c and d for each additional utterance. 
  4. Next, add slots.

For more information, see Map slots to utterances.

    Rename an intent

    To modify the name of an intent, follow these steps. 

    1. Under Natural Language Understanding, click Intents.
    2. From the Intents page, click Edit next to an intent.
    3. 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).

    1. Under Natural Language Understanding, click Intents.
    2. From the Intents page, click Delete next to an intent.
    3. Click Delete in the confirmation dialog.