• You must create your first intent group before you can create any intents.
  • For ease of management, similar and/or closely related intents reside together in one intent group. An intent can belong to only one intent group.
  • An intent can be a clickable option in any number of intent menus.
  • You can configure different automations to run, depending on which intent your end-user chooses from which intent menu.
An intent is a label, whose topic underlies a problem or question that end-users commonly raise while requesting product support.

An intent is also a container for natural language processing (NLP) training samples that teach Helpshift how to understand ambiguous end-user replies in chat.
  • When an intent contains any fewer than 10 training samples, NLP intent-matching for it is not trained and, therefore, does not run.
    • Even so, the intent label is still visible and clickable in any intent menu that includes it.
    • We strongly recommend that every intent should contain as many valid training samples as possible.
  • Each training sample is one unique way that your end-users might phrase an otherwise commonplace problem or question.
  • When you enter and save new samples, improvements to intent-matching accuracy might not take effect for 20 minutes.