How can I get intent from user’s message? Like order cancel or warranty claim?

Hilifan,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-answersPlease let me know if you have any questions about this 😸

@lifanCan 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?

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