@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 😸