Manage an intent category

AI-generated summary

Genesys Cloud provides comprehensive intent management capabilities, allowing users to create and organize up to 25 intent categories for classifying customer interactions across websites and mobile apps. The platform tracks various visitor attributes including campaign content, network location, browser language, referral URLs, and session types. Customer segments can be defined using specific criteria such as location, browser type, device specifications, form completions, and page visit patterns. The system features configurable segment details with customizable names, descriptions, colors, and visibility settings, along with sequential condition evaluation. Access control is managed through specific permissions for creating and editing categories under External Contacts > Customer Intent Taxonomy. Users can manage intents through the Orchestration > Enrichments > Customer Intents menu, including creation, modification, and reassignment of categories. The deletion process requires removing associated customer intents before deleting categories, with unassigned intent sources resulting from individual intent deletion. The platform includes search functionality, confirmation dialogs, and related features such as segment management, intent source assignment, NLU classification testing, and channel coverage monitoring.

PrerequisitesClick to expand

Categories organize your customer intents into clear, high-level groups that make the taxonomy easier to manage and easier to understand across your organization. Creating a category helps you keep related customer intents together so that agents, analysts, and AI features can interpret them consistently.

A well-structured category ensures that reporting stays clean, navigation stays simple, and new customer intents that you create have a logical home within your taxonomy.

Create an intent category

To create an intent category, perform the following steps:

Click Menu > Orchestration > Enrichments > Customer Intents.
Click Create Intent Category.
In the Intent Category name box, type the category name.
In the Intent Category Description box, type a meaningful description about the category.
Click Create.

You can create up to 25 categories. After you create a category, the next step is to create Customer Intents. However, you can skip this step and create customer intents later.

Edit an intent category

To create an intent category, perform the following steps:

Click Menu > Orchestration > Enrichments > Customer Intents.
Click an existing customer intent category that you want to edit.
To edit an intent category, follow these steps:
1. Next to the intent category that you want to edit, click More and then click Edit Intent Category.
2. In the Edit Intent Category dialog box, edit the basic intent category values such as name and description.
3. Click Save.
To reassign a customer intent from a category, follow these steps:
1. Select the customer intent.
2. From the options that appear at the top of the customer intent list, click Reassign.
3. In the Reassign Customer Intents dialog box, update the intent category from the list.
4. Click Reassign.
  Note: Reassign is unavailable if you have selected the intent category that is currently assigned to the customer intent.
To remove customer intents, follow these steps:
1. From the customer intents list, page through or search the intents.
2. Select the intents and then from the options that appear at the top of the intent list, click Delete.
3. In the Are you sure you want to delete dialog box that appears, click Delete.
  Note: If you delete a customer intent from an intent category, all the intent sources assigned to it becomes unassigned.

Delete an intent category

To delete an intent category, perform the following steps:

Click Menu > Orchestration > Enrichments > Customer Intents.
Click an existing customer intent category that you want to delete.
Next to the intent category that you want to delete, click More and from the menu that appears, click Delete.
In the Are you sure you want to delete dialog box that appears, click Delete.
Note: You can delete an intent category only after removing all the customer intents associated to it.

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Create an intent category

To create an intent category, perform the following steps:

Click Menu > Orchestration > Enrichments > Customer Intents.

Click Create Intent Category.

In the Intent Category name box, type the category name.

In the Intent Category Description box, type a meaningful description about the category.

Click Create.

You can create up to 25 categories. After you create a category, the next step is to create . However, you can skip this step and create customer intents later.

Edit an intent category

To create an intent category, perform the following steps:

Click Menu > Orchestration > Enrichments > Customer Intents.

Click an existing customer intent category that you want to edit.

To edit an intent category, follow these steps:

Next to the intent category that you want to edit, click More and then click Edit Intent Category.
In the Edit Intent Category dialog box, edit the basic intent category values such as name and description.
Click Save.

To reassign a customer intent from a category, follow these steps:

Select the customer intent.
From the options that appear at the top of the customer intent list, click Reassign.
In the Reassign Customer Intents dialog box, update the intent category from the list.
Click Reassign.
Note: Reassign is unavailable if you have selected the intent category that is currently assigned to the customer intent.

To remove customer intents, follow these steps:

From the customer intents list, page through or search the intents.
Select the intents and then from the options that appear at the top of the intent list, click Delete.
In the Are you sure you want to delete dialog box that appears, click Delete.
Note: If you delete a customer intent from an intent category, all the intent sources assigned to it becomes unassigned.

Delete an intent category

To delete an intent category, perform the following steps:

Click Menu > Orchestration > Enrichments > Customer Intents.

Click an existing customer intent category that you want to delete.

Next to the intent category that you want to delete, click More and from the menu that appears, click Delete.

In the Are you sure you want to delete dialog box that appears, click Delete.

Note: You can delete an intent category only after removing all the customer intents associated to it.

Manage an intent category

Create an intent category

Edit an intent category

Delete an intent category

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Manage an intent category

Create an intent category

Edit an intent category

Delete an intent category

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