There are four different types of intents: Initial, Default, Fallback and Rejoin.
Intent types can be changed by going to Bot -> Intents. The dropdown menu is in the top-right hand corner.
The intent with the type Initial is returned when the conversation with the customer starts. Depending on the chat platform you are using, there are differences in how the Initial intent is triggered. In giosg, for example, 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).
With some platforms it is enough to just open the chat widget, but some need further configuration. This is very platform specific so ask your friendly Jenny support for assistance if needed!
Note that if you are using the LeadDesk Chat Widget you must have an Initial intent. Also keep in mind that Initial intents can only be used at the beginning of the conversation and can’t be triggered otherwise.
Initial intent is used as a greeting such as "Hey there, I'm Jenny the chatbot. I can help you with these topics..."
This is a standard intent that the bot will reply with if the rules you have set are met with a high enough threshold. This is the only intent type that can be triggered using triggers, rules and queries.
Threshold equals to 'minimum score'. To increase the likelihood of a default intent triggering, educate the bot with several queries.
If the bot can’t find an answer to a question, it will return the ‘Fallback’ intent. It cannot be triggered with keywords, queries or other triggers.
However, you might want to create more than one Fallback intent and define when they are triggered using triggers / rules. You can, for example, use the ‘Business Hours / Opening Hours’ trigger to offer different fallback intents at different times. This way you can offer one Fallback intent during office hours and another when the office is closed.
Fallback intent is necessary to have to create an intelligent conversation flow. You can use something like "Sorry, I don't know how to respond to that. Do you want me to transfer you to my human colleagues?"
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.