Note: Before creating intents, you must first create your first intent group. Intent groups help organize related intents for easier management. Each intent can belong to only one intent group.

An intent can be a clickable option in any number of intent menus. This flexibility allows you to configure different automation depending on which intent your end-user chooses from which intent menu. See Creating an intent group

What is an Intent?

An intent is a label representing a common question or problem your users may raise when seeking product support.

It also acts as a container for NLP (Natural Language Processing) training samples. These samples help Helpshift recognize and interpret ambiguous end-user replies during chat conversations.

Training Samples and NLP Matching

• For an intent to be NLP-trained, it must have at least 10 training samples.
• If an intent contains fewer than 10 samples, NLP-based matching is not trained and, therefore, does not run. However, the intent will still be visible and clickable in any intent menu where it is included.
• Each training sample is a unique way your end-users might phrase a common question or issue.
• When new samples are added and saved, it may take up to 20 minutes for NLP accuracy improvements to take effect. 

Note: We strongly recommend that every intent contains as many valid training samples as possible.