Viewing and managing intents for your AI agent for messaging (Legacy)

On the Intents page for an AI agent, you can view a list of intents, how often they match customer queries, and the answers they are assigned to.


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This article describes functionality that moved into legacy
status on February 2, 2025. On December 31, 2026, this functionality will no longer
be available. For more information, see this announcement.

If you have an intent model assigned to your account, you can view a list
of the intents associated with your assigned intent model. The list includes up to 250
industry-relevant intents, ordered by how frequently customers ask questions related to
the intent in the AI agent for messaging.
On the Intents page for an AI agent, you can view a list of intents, how often they match
customer queries, and the answers they are assigned to.
This article includes the following sections:


About the intents list for your AI
agent
Accessing the list of intents for
your AI agent
Finding intents in your intents
list


Related article:
Reviewing and assigning intents for common
questions without AI agent answers (Legacy)




About the intents list for your AI agent

If you have an intent model assigned to your account, you can view a list of intents
for each AI agent.

The Intents page includes the intents list, which displays data relevant to intent
usage and categorization. The list includes these columns:



Topic: The intent text.


Category: The subcategory of the intent.


Frequency: The number of matched customer queries in the
set period where the end user asked a question relating to that intent
and the bot responded with the fallback response. This count
is recorded only for intents not assigned to an answer and is intended
to encourage you to link answers or generate a reply for the intent.



Answer: The intent’s behavior when matched to a customer
query. You can use the drop-down in this column to set or update the
intent’s behavior. Options include:

Generate a reply (default setting for AI
agents with generative AI only): The AI agent creates a
response to a customer’s matching question.


Don’t generate a reply (AI agents with
generative replies only): The AI agent replies with the standard
AI agent response (“Sorry I couldn't find a good answer to
your question. Here are some topics that might help
though”).


Add an answer (default setting for AI agents
without generative replies): The AI agent replies with the
standard response (“Sorry I couldn't find a good
answer to your question. Here are some topics that might
help though”).


Listed answer: The AI agent replies with the
displayed answer.









Accessing the list of intents for your AI agent

You can view a list of the intents associated with your assigned intent model.

To access the intents list
In Admin Center, click
AI in the sidebar, then select AI agents > AI agents.
Click the AI agent you want to work with.
Click the Intents tab.
On the intents page, you can do any of the following:
Find intents by searching, filtering, or sorting.

Manage generative reply
settings for specific intents and for questions without
matching intents.







Finding intents in the intents list

You can search the intents list, sort the list according to any column, or filter
based on time or subcategory.


Searching the intents list

You can search the intents list by topic to locate a specific intent.

To search the intents list

Open the intents page for your
AI agent.
Enter your search term or keywords in the search bar. The list
displays all intents matching your search term. Current filtering
and sorting settings apply to the search results.






Filtering the intents list

You can narrow down the intents displayed in the list by time period, category,
and exclusion options.
To filter the intents list


Open the intents page for your AI
agent.
Click Filter at the top of the intents list.
In the Filter options window, fill in the following information:
Select a Time period during which the intents were matched to a
customer’s question. You can select 7, 14, or 30 days.

Select a subcategory from the Category list to filter on. You can
select as many subcategories as needed.

Select an Exclude rule:


Answered: Intents currently assigned to
answers. This is a helpful option if you want to find a list
of intents that are not currently assigned to
answers.


Generate a reply (AI agents with generative
replies only): Intents that use generative replies to send a
response to matching customer queries without an assigned
answer.


Never asked: Intents not matched to a customer query in
the set time period.



Click Apply filters. The intents list is filtered based on your
settings.


You can clear the filters by clicking any of the criteria at the top of the list
or by clicking Clear filters.



Sorting the intents list

By default, the list of intents is ordered by how frequently customers ask
questions related to the intent. You can sort based on any column.

To sort the intents list

Open the intents page for your
AI agent.
Click the Sort icon ( ) at the top of the
column you want to use to order the list. The intents list sorts in
ascending order based on the column you selected.



You can click the column heading a second time to change from ascending to
descending order. Click the column heading a third time to return to the default
sort order.



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