You must create an intent group before you can populate it with intents.

Step 1.  Log in to your Helpshift instance as its administrator.

Step 2.  On the Helpshift toolbar, click SensAI (SensAI toolbar button).

The SensAI page opens. Depending on your feature entitlements and settings, the page shows two cards: Predict and Smart Intents.

Step 3.  On the Smart Intents card, click MANAGE SMART INTENTS ➔.

The Smart Intents page opens. On this page, the Intents tab is active by default.

The page shows a card for each intent group that you have created.

Step 4.  Identify the card for an intent group that could be improved with the addition of new intents. Then, to begin creating an intent, click + New Intent.

+ NEW INTENT button
The New Intent sidebar opens from the right.

Step 5.  On the sidebar, do the following.

a.  In the Intent Name field, enter the name that your customer service organization will use internally to track all work pertaining to this intent.

b.  In the Display Text field, enter the label text that your end-users should see — such as "Lost my password" or "Renew my subscription."

c.  In the Training Messages area, when you want to use natural language processing (NLP), you must enter a minimum of 10 training samples.

Your Helpshift instance cannot perform truly accurate intent-matching for any intent that has fewer than 10 samples. Nonetheless, any intent menu can include an intent with fewer than 10 samples. Although intent-matching cannot run, end-users can see the intent label and choose it from its menu.

d.  To save the intent, click SAVE.

The sidebar closes, returning you to the Smart Intents page. The intent group card indicates that the group now contains an intent.

You can repeat this process to add additional intents to the intent group.

Step 6.  To begin populating your intent, see Create a training sample.

How to enable multilingual AI search

With the new Smart Intents experience, we have enabled multilingual AI search. For experiencing this:

  1. User should be on SDK-X (or Webchat)

  2. Domain should provide at least 5 training samples per intent (in English or in other languages)

  3. Domain should have translated Intent display name using text templates

This improved Smart Intent experience will be observed by the users when the domains use “Intent Menu + Text input” as the “User Reply Input Type” in the App / Web Chat Configuration page. (Please see Smart Intents procedures: Associate an intent menu with an app — Helpshift Technical Support Help Center)

The previous Smart Intents behavior will continue for users who are on lower SDK versions.