Creating an intent is a crucial step in Solve’s customer journey. It serves as the starting point for understanding what your customer aims to achieve and it uses the workflow built within Forethought to resolve their inquiries. To learn more about intents, read this here: What is an intent?
- Navigate to Solve > Workflow Builder.
- Click + Create New... > Intent.
- Enter your intent display name. Here are some examples:
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- Forgot Password
- Order Status
- Cancel Order
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- Briefly describe your customer's action or query to help predict accurate responses. For example:
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- The intent is triggered when a customer forgets their password and wants to reset it.
- The intent is activated when a customer inquires about the status of their order.
- The intent is initiated when a customer requests to cancel their order.
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- Provide at least two training phrases for your intent. For best practices on training your intents, you can read more here: How to train intents?
- Click Add Intent. This will save your new intent and take you into the Workflow Builder experience for that intent.
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