@lifan Can you clarify a bit more what do you mean by user’s intent?

Would a bot workflow to clarify the contact reason with the customer before assigning to the inbox work for you?

Hi lifan, It’s Mat from the Support Engineering Team

You can leaverage custom answer to get Fin to pick up a key words / specific questions the then answer your customers accordingly.

https://www.intercom.com/help/en/articles/7860253-creating-custom-answers

Please let me know if you have any questions about this