There are four different types of intents: Initial, Default, Fallback and Rejoin.
You can change the Type of the intent, when creating or editing the intent.
- Click the Type drop-down list.
- Click to select the appropriate intent type.
Default
Most intents will likely be of type Default. It is the standard intent type used to reply to customer queries. When the customer types a query, the intent used will be matched based on the rules you have set, as long as they match with a high enough threshold.
- This is the only intent type that can be triggered using triggers, rules and queries.
- The intent that is used will depend on the rules you have set. The match must reach a minimum threshold to be triggered.
- The threshold represents a 'minimum score'. To increase the likelihood of a default intent triggering, educate the bot with several queries.
Fallback
If none of the default intents reach the required threshold to match, the bot will return the Fallback intent.
- A fallback intent is necessary to create an intelligent conversation flow. It allows the chatbot to provide an answer when it cannot confidently match with an intent.
- For example, your fallback intent might reply, "Sorry, I don't know how to respond to that. Do you want me to transfer you to my human colleagues?"
- A fallout intent cannot be triggered with keywords, queries or other triggers, but you can use triggers to use different Fallout intents at different times.
- For example, use the Opening Hours trigger to offer different fallback intents during office hours and when the office is closed.
Initial
The Initial intent is returned when the conversation with the customer starts.
- It is used as greeting such as, "Hey there, I'm Jenny the chatbot. I can help you with these topics..."
- An initial intent can only be used at the beginning of the conversation and can’t be triggered otherwise.
Depending on the chat platform you are using, there are differences in how the Initial intent is triggered:
- In giosg, the Initial intent is triggered either by giosg’s own auto-suggest message or when the user types in their first message (if autosuggest is not in use).
- For some chat platforms it is enough to open the chat widget, but others need further configuration. This is very platform specific so ask your friendly LeadDesk support for assistance if needed!
- If you are using the LeadDesk Chat Widget you must have an Initial intent.
Rejoin
The Rejoin type is used in cases where the conversation has been transferred from the bot to a customer support agent. If you have a intent with the type Rejoin, the bot rejoins the conversation after the customer support agent has left the conversation.
- This intent will only be returned when the last customer service agent has left the conversation and the customer has been “left alone”. This intent can’t be triggered using triggers.
- Rejoin intent is only available with giosg and Zendesk.