Can I use intent and sentiment in procedures?

Question

Can I leverage intent and sentiment in a procedure?

Answer

Yes, you can use intent and sentiment to create procedures for auto assist to guide agents to resolve customer requests. Auto assist can suggest replies or actions without mapping specific procedures to intents or ticket metadata. It understands the customer’s request and matches it to an existing procedure if an admin has created one for that topic.

To add intent and sentiment to the auto assist procedure:

Open Knowledge > Add > Procedure

Add a name for the procedure

Click the + button to insert actions

Select Standard actions > Change field 'Intent' or Change field 'Sentiment'

Click Publish

For more information, check this article: Creating procedures for auto assist.