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Manage an intent category

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:

  1. Click Menu > Orchestration > Enrichments > Customer Intents.
  2. Click Create Intent Category.
  3. In the Intent Category name box, type the category name.
  4. In the Intent Category Description box, type a meaningful description about the category.
  5. 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:

  1. Click Menu > Orchestration > Enrichments > Customer Intents.
  2. Click an existing customer intent category that you want to edit.
  3. 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.
  4. 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.
  5. 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:

  1. Click Menu > Orchestration > Enrichments > Customer Intents.
  2. Click an existing customer intent category that you want to delete.
  3. Next to the intent category that you want to delete, click More and from the menu that appears, click Delete.
  4. 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.