Learn how to route intents to flows or agents.
Intents are the set of reasons that a customer might contact your business and are recognized by the virtual agent when the customer first reaches out. Our ASAPP teams work with you to optimize your intent list on an ongoing basis.
Within intent routing, you can view the full list of intents and the routing behavior after an intent is recognized. Creators have the ability to modify this behavior.
You can access Intent Routing in the Virtual Agent navigation panel.
On the intent routing page, you will find a filterable list of intents along with their routing information. The following information is displayed in the table:
Clicking on a specific intent in the list will direct you to a page where routing behavior for the intent can be defined. The intent detail page is broken down as follows:
Routing behavior for a specific intent is determined by selecting one of the following options:
If an intent is configured to be routed to a flow, you have the option to build conditional rules and route to a flow only when the conditions are validated TRUE. If all the conditional rules are invalid, customers will be routed to a default flow of your choosing.
To add a new conditional route:
You can add multiple conditional rules that can route to different flows. You can reorder these conditions by dragging the conditional rule from the icon on the left. Once saved, conditions are evaluated from top to bottom, with the customer being routed to the first flow for which the conditions are validated. If no conditional route is valid, the customer will be routed to the default flow.
A default flow must be selected if the routing behavior is defined to route to a flow.
Customers will be routed to the selected default flow if no conditional routes exist, or if none of the conditional routes were valid.
The Intent Information panel will display the intent name, code, and description for easy reference as you are viewing or editing intent routes.
The Assigned routes will display any flow(s) that are currently routed from the intent.
When you are editing intent routing, the following buttons will display in the toolbar:
To save any changes to intent routing, click Save from the toolbar. By default, when saving an intent route, it is immediately released to production. There is currently no versioning available when saving intent routes.
To avoid impacting customer routing and assignments in production you can test a particular intent route in a test environment before releasing it to customers by following the steps below:
To fully release the intent route to Production, delete the conditional statement and update the routing to the new flow.
Intent routes can be tested in demo environments. To test an intent route:
INTENT_INTENTCODE
, where INTENTCODE
is the code associated with the intent you want to test. Please note that this is case sensitive.Learn how to route intents to flows or agents.
Intents are the set of reasons that a customer might contact your business and are recognized by the virtual agent when the customer first reaches out. Our ASAPP teams work with you to optimize your intent list on an ongoing basis.
Within intent routing, you can view the full list of intents and the routing behavior after an intent is recognized. Creators have the ability to modify this behavior.
You can access Intent Routing in the Virtual Agent navigation panel.
On the intent routing page, you will find a filterable list of intents along with their routing information. The following information is displayed in the table:
Clicking on a specific intent in the list will direct you to a page where routing behavior for the intent can be defined. The intent detail page is broken down as follows:
Routing behavior for a specific intent is determined by selecting one of the following options:
If an intent is configured to be routed to a flow, you have the option to build conditional rules and route to a flow only when the conditions are validated TRUE. If all the conditional rules are invalid, customers will be routed to a default flow of your choosing.
To add a new conditional route:
You can add multiple conditional rules that can route to different flows. You can reorder these conditions by dragging the conditional rule from the icon on the left. Once saved, conditions are evaluated from top to bottom, with the customer being routed to the first flow for which the conditions are validated. If no conditional route is valid, the customer will be routed to the default flow.
A default flow must be selected if the routing behavior is defined to route to a flow.
Customers will be routed to the selected default flow if no conditional routes exist, or if none of the conditional routes were valid.
The Intent Information panel will display the intent name, code, and description for easy reference as you are viewing or editing intent routes.
The Assigned routes will display any flow(s) that are currently routed from the intent.
When you are editing intent routing, the following buttons will display in the toolbar:
To save any changes to intent routing, click Save from the toolbar. By default, when saving an intent route, it is immediately released to production. There is currently no versioning available when saving intent routes.
To avoid impacting customer routing and assignments in production you can test a particular intent route in a test environment before releasing it to customers by following the steps below:
To fully release the intent route to Production, delete the conditional statement and update the routing to the new flow.
Intent routes can be tested in demo environments. To test an intent route:
INTENT_INTENTCODE
, where INTENTCODE
is the code associated with the intent you want to test. Please note that this is case sensitive.