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How to get intent


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  • Active User
  • 15 replies

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

Best answer by mateusz.leszkiewicz

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 😸

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2 replies

Joseph S.
Super User ✨
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  • Super User ✨
  • 66 replies
  • July 1, 2024

@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?


mateusz.leszkiewicz
Intercom Team
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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 😸


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