An intent categorizes an end-user's intention for one conversation turn. For each agent, you define many intents, where your combined intents can handle a complete conversation. When an end-user writes or says something, referred to as an end-user expression, Dialogflow matches the end-user expression to the best intent in your agent. Matching an intent is also known as intent classification.
Welcome
event and greetings phrases. When a contact messages you for the first time, this intent will be matched according to what was specified. Company XYZ often receive queries on order status from the website's webchat. As they were going through the conversations, they detected a common pattern where their agents will ask for the customer's customer ID to further check the issue or resolve the enquiry. Once they obtained the customer ID from the customer, they will update the custom field and add it as a tag.
order_status_enquiry
where is my order could you help me check my order please what is the status of my order
I apologize in advance if your order is taking too long. Can I have your customer ID please?
customerId
and it will be used to store the customer id for a customer. (\d){5}
that accepts any string with 5 digits. Thanks for providing your customer ID. Your issue is being assigned to our human agents.
RB_FIELD_{custom field's name}
. In this case, the parameter will be RB_FIELD_customerid
and set the entity $customer_id
as the value.RB_ADDTAGS
and set the entity $customer_id
as the valueRB_USER_ASSIGN
and set the user's email as the valueRB_BOTSTATUS
and set FALSE
as value.LOCATION
will be sent to Dialogflow. You may add LOCATION
to the events to trigger the respective triggers.