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Chatbot - Intent-Based Responses

Chatbot - Intent-Based Responses

Overview

Intent-Based Responses let you define specific questions and exact answers for your chatbot. When users ask about these topics, your chatbot provides the precise response you've written, ensuring accuracy and consistency.

Available For:

  • ✅ Smart Accounts
  • ✅ Professional Accounts
  • ❌ Personal Accounts (not available)

What Are Intent Responses?

Concept

Intent = What the user is asking about Response = The exact answer you want to give

Example:

  • Intent: "business hours" or "opening hours"
  • User asks: "What are your business hours?"
  • Bot responds: "We're open Monday-Friday 9AM-5PM EST."

How Intent Matching Works

When Intentions Are Enabled:

1. User Asks Question

  • "What are your business hours?"

2. AI Analyzes Query

  • Compares against your defined intents
  • Uses semantic matching (understands meaning)
  • Not just keyword matching

3. If Match Found:

  • Bot provides YOUR exact response
  • Consistent, accurate answer
  • Controlled by you

4. If No Match:

  • Falls back to general AI knowledge
  • Or your system prompt
  • Still provides helpful answer

When Intentions Are Disabled:

  • Bot ignores your intent responses
  • Uses only general AI knowledge
  • May be less accurate for specific questions

Accessing Intent Management

From Project Page: 1. Go to your Chatbot project 2. Find "Step 1: Build Your Own Chatbot" 3. Click "Add Intent Based Responses" button 4. Button only visible for Smart/Professional accounts 5. Button disabled until chatbot is designed

Prerequisites:

  • Chatbot must be designed first
  • Account must be Smart or Professional

Adding Intents Manually

Step-by-Step

1. Fill in Intent Field

  • Enter question or topic
  • Examples: "pricing", "contact info", "refund policy"
  • Can use variables: , , etc.

2. Write Response

  • Enter exact answer you want
  • Supports HTML formatting
  • Can include links, lists, emphasis
  • Rich text editor available

3. Auto-Generate Response (Optional)

  • Click "Auto Generate Response" button
  • AI generates response based on intent
  • You can edit before saving
  • Useful for getting started

4. Save Intent

  • Click "Submit" or "Add Intent"
  • Intent is saved immediately
  • Appears in intents table

Intent Examples

Simple Intent:

  • Intent: "contact information"
  • Response: "You can reach us at support@company.com or call 1-800-123-4567."

Intent with Formatting:

  • Intent: "product features"
  • Response: "Our product includes:
    • Feature 1
    • Feature 2
    • Feature 3
    "

Intent with Variables:

  • Intent: "order status for "
  • Response: "I can help you check the status of order . Let me look that up for you."

Bulk Upload Intents

Using Excel/CSV

When to Use:

  • Have many intents to add
  • Importing from spreadsheet
  • Quick setup of FAQ database

Step-by-Step:

1. Prepare Your File

  • Excel (.xlsx, .xls) or CSV (.csv) format
  • Two columns required:
  • intent: The question/topic
  • response: The answer

2. File Format Example:

| intent | response | |--------|----------| | business hours | We're open Monday-Friday 9AM-5PM EST | | contact info | Email us at support@company.com | | pricing | Our plans start at $9.99/month |

3. Download Template (Optional)

  • Click "Download Template" link
  • Use as starting point
  • Ensures correct format

4. Upload File

  • Click "Choose File" or "Browse"
  • Select your Excel/CSV file
  • Click "Upload Intents"

5. Processing

  • Progress bar shows upload status
  • Each row processed individually
  • Duplicates skipped (same intent)
  • Success/error shown for each

6. Review Results

  • See how many intents added
  • Check for any errors
  • Edit or delete as needed

File Requirements:

  • Must have "intent" and "response" columns
  • Other columns ignored
  • Empty rows skipped
  • Invalid data skipped with error message

Best Practices: ✅ Use descriptive intent names ✅ Keep responses clear and concise ✅ Test a small file first ✅ Review template before uploading

Managing Intents

Viewing Intents

Intents Table:

  • Lists all your intents
  • Shows: Intent, Response preview, Type, Actions
  • Paginated (25, 50, or 100 per page)
  • Sortable columns

Pagination:

  • Navigate through pages
  • Change items per page
  • See total count

Search/Filter:

  • Find specific intents
  • Filter by type or response type
  • Quick access to intents

Editing Intents

Edit Process: 1. Click "Edit" button on intent row 2. Modal or form appears 3. Modify intent or response 4. Click "Save" or "Update" 5. Changes applied immediately

What You Can Edit:

  • Intent text (question/topic)
  • Response text (answer)
  • Both intent and response

Best Practices: ✅ Keep intent clear and specific ✅ Update responses when information changes ✅ Test edited responses in chatbot

Deleting Intents

Individual Delete: 1. Click "Delete" button on intent 2. Confirm deletion 3. Intent removed immediately 4. No undo available

Bulk Delete:

  • Select multiple intents (if available)
  • Click bulk delete button
  • Confirm action
  • All selected removed

Note:

  • Deletion is permanent
  • Intent removed from all future conversations
  • Consider impact before deleting

Intent Types

Manual Intents

  • Created by you manually
  • Type: "manual"
  • Fully customizable
  • Most common type

Auto-Generated Intents

  • Generated automatically
  • Type: "auto_generated"
  • Created from Q&A projects
  • Or auto-generated responses

Copied Intents

  • Copied from another project
  • Type: "copied"
  • Shared with source project initially

Response Types

Response Type: "Response"

  • Simple text response (default)
  • Most common type
  • Text with HTML formatting supported

Other Types:

  • May include workflow-based responses (Professional)
  • Complex response types for advanced features

Enable/Disable Intentions

Toggle Control

Enable Intentions:

  • Click "Enable Intentions" button
  • Intents become active
  • Bot uses your responses
  • Button turns yellow/warning color

Disable Intentions:

  • Click "Disable Intentions" button
  • Intents ignored
  • Bot uses general AI only
  • Button turns green/success color

When to Enable:

  • You want specific, controlled answers
  • Have important intents defined
  • Need consistency

When to Disable:

  • Testing general AI behavior
  • Temporarily using system prompt only
  • Debugging issues

Current Status:

  • Always visible in interface
  • Shows current state
  • Easy to toggle

Auto-Generate Response Feature

How It Works

1. Enter Intent

  • Type your intent/question
  • Button activates when intent entered

2. Click "Auto Generate Response"

  • AI generates response
  • Based on intent and system prompt
  • Appears in response field

3. Edit if Needed

  • Review generated response
  • Modify to fit your needs
  • Add specific details

4. Save

  • Save as normal
  • Customized response saved

Benefits: ✅ Quick starting point ✅ Saves time ✅ Can refine after generation

Best Practices: ✅ Always review auto-generated responses ✅ Add specific details relevant to your business ✅ Test responses after saving

Tips for Effective Intents

Writing Good Intents

✅ Be Specific: "business hours" not "info"

✅ Use Natural Language: Match how users ask

✅ Include Variations: Consider different phrasings

✅ Keep It Concise: Short, clear intents work best

✅ Group Related Topics: Similar intents together

Writing Good Responses

✅ Be Accurate: Ensure information is correct

✅ Stay Current: Update when information changes

✅ Be Concise: Clear, to-the-point answers

✅ Use Formatting: Lists, paragraphs, emphasis

✅ Include Next Steps: Guide users if needed

✅ Be Friendly: Match your brand tone

Intent Organization

✅ Logical Grouping: Organize by topic

✅ Naming Convention: Consistent naming

✅ Documentation: Note why intent exists

✅ Regular Review: Update outdated intents

Use Cases

Customer Support FAQ

  • Common questions and answers
  • Consistent support responses
  • Reduce support workload

Product Information

  • Feature descriptions
  • Pricing information
  • Comparison details

Business Information

  • Hours and contact info
  • Policies and procedures
  • Company information

Step-by-Step Guides

  • Process explanations
  • Troubleshooting steps
  • How-to instructions

Account Type Limits

Smart Account

✅ Unlimited intents ✅ Manual creation ✅ Bulk upload ✅ Auto-generate ✅ All management features

Professional Account

✅ Everything in Smart ✅ Additional features if available ✅ No restrictions

Personal Account

❌ Intent responses not available ❌ Feature requires upgrade ❌ Button not shown

Troubleshooting

Can't Add Intents?

  • Verify account is Smart or Professional
  • Ensure chatbot is designed first
  • Check if button is enabled

Intents Not Matching?

  • Check if intentions are enabled
  • Verify intent wording
  • Review response quality

Bulk Upload Failed?

  • Check file format (CSV/Excel)
  • Verify column names ("intent", "response")
  • Check for empty required fields

Auto-Generate Not Working?

  • Enter intent text first
  • Ensure intent field has content
  • Try again if generation fails

Next Steps

After adding intents:

1. Enable Intentions - Turn on to use your responses 2. Test in Chatbot - Try asking questions 3. Deploy Your Chatbot - Go live with intents 4. Monitor Usage - See which intents are used most

Intent-based responses give you precise control over your chatbot's answers!

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