Intents in natural language processing (NLP) and chatbot design are crucial for understanding what users are looking for. By going to Menu>Chatbots, you will see a list of predefined intents:

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Estimated reading time: 03 minutes

The predefined intents are those already predefined in your bot by default to ensure a good conversational experience for users. In this sense, they cannot be deleted, although you have the option to disable those that you do not consider necessary.

Find the details of the predefined intents below:

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• First Message: This intent is executed at each login to give the chatbot's first message. The first message consists of two responses: 

Response when the chatbot starts the conversation (e.g. in WebChat): we recommend a text response and a menu of options.

Response when the user initiates the conversation (after sending the greeting, the chatbot will select the best intent to respond to the user's message): we recommend a text response, for example: "Hello! Good morning, I'm the Support bot. How can I help you?

The first message intent welcomes the user, explains the main functionalities of the bot, and communicates how you will be able to assist them with their query. You can modify this intent to respond with a custom message according to the trigger you have defined and thus redefine the first message that will lead to that intent. Find more information in the article How to create an effective first message?

• Greeting: This intent is executed when the user greets the chatbot: e.g. "hello". It is the first intent that is triggered when the user starts the conversation.

• Default message: This intent will be triggered when the user sends something that the bot does not understand, e.g. a very long text, a conversation containing verbs (actions), a multimedia message. For a better experience, we recommend setting the same text defined in the Greeting intent.

• Close conversation: This intent is used to close and archive conversations. It is only used by agents (it is not configurable for users). The agent will see it in the chats screen and must select a reason to close or archive a specific conversation.

• Problems executing code actions: If your conversational flow has an incorrect code action or fails unexpectedly, this intent will be triggered. We recommend disabling it to avoid communication issues.

• User started waiting for agents: This action will be executed when the user starts to be assisted by an agent.

• No agents available: This intent will be executed when there are no agents available to take the conversation.

• User assigned to agent: This intent will be executed when the user starts to be attended by a specific agent.

• General responses for all channels: This intent allows configuring messages and options that apply to several channels.

• WebChat specific responses: This intent allows you to customize your messages for the WebChat channel so that the user can easily access the main functionalities of your chatbot when communicating through this channel.

• WhatsApp specific answers: This intent allows you to customize your messages for the WhatsApp channel so that the user can easily access the main features of your chatbot when communicating through this channel.

You can now take the first steps to set up your bot's conversational flow and communicate effectively with your customers!

Remember to visit our Help Center for further information.

Written by: Botmaker Team

Updated: 12/29/2023