Using the Intent CMS

Accessing the Intent CMS

1. Open Your Voiceflow Project: Navigate to your project's dashboard.
2. Go to the Intent CMS: Click on the "Intents" tab or access it via the project menu.

Creating a New Intent

1. Click on "New Intent": Located in the upper right area of the Intent CMS.

   • Note: Intents and entities created in the Intent CMS are available globally within your assistant.

2. Fill in Intent Details:

   • Name: Enter a descriptive name (e.g., BookAppointment).
   • Description: Provide a clear explanation starting with "Trigger this intent when..." (e.g., "Trigger this intent when the user wants to schedule a new appointment.").
   • Utterances: Add example phrases users might say (e.g., "I need to book an appointment," "Can I schedule a meeting?").

3. Add Required Entities (if applicable):

   • Click the "+" Icon next to Required Entities.
   • Select or Create Entities (e.g., Date, Time, ServiceType).
   • Enter Reprompt Text: Provide messages to prompt the user if the entity is missing (e.g., "What date works best for you?").

4. Save the Intent:

   • Click "Create Intent" to add it to your CMS.

Editing an Intent

1. Select the Intent:

   • Click on the intent you wish to edit from the intent list.

2. Modify Details:

   • Name: Update the intent name if necessary.

   • Description: Ensure it accurately reflects the intent's purpose.

   • Utterances:

     • Add Utterances: Click the "+" icon to add more example phrases.
     • Edit or Remove Utterances: Click on an utterance to edit, or use the "-" icon to delete it.
     • Generate Utterances: Use the "Generate" feature to have an LLM create additional examples.

   • Required Entities:

     • Add or Remove Entities: Click the "+" or "-" icons.
     • Edit Reprompt Text: Update the messages for prompting users.

Deleting an Intent

• Single Intent:

  1. Select the intent you want to delete.
  2. Click the "..." (more options) button in the editor view.
  3. Choose "Delete" from the dropdown menu.
  4. Confirm the deletion when prompted.

• Bulk Delete:

  1. Select multiple intents by checking the boxes next to their names.
  2. Click the "Delete" button in the bulk action toolbar above the table.
  3. Confirm the bulk deletion to remove all selected intents.

Organizing Intents

• Sorting: Use the sorting options to organize intents by:

  • Alphabetical Order: A-Z or Z-A.
  • Confidence Score: High to low or low to high.
  • Last Editor: Group intents edited by specific team members.
  • Updated Date: Most recent to oldest.

• Naming Conventions:

  • Use consistent naming.
  • Make names descriptive and indicative of the user's goal.

• Descriptions:

  • Ensure descriptions are clear and start with "Trigger this intent when...".
  • Descriptions are used by LLMs for intent classification.

Tips for Managing Intents

• Keep Intents Focused:

  • Each intent should represent a specific user goal or action.

• Avoid Overlapping Intents:

  • Ensure intents are distinct to prevent confusion during intent recognition.

• Regularly Update Utterances:

  • Incorporate real user inputs and feedback to improve accuracy.

• Monitor Intent Performance:

  • Use analytics to identify intents that may need refinement.

• Use Representative Utterances:

  • Include various phrasings, synonyms, and expressions users might use.