Activate or deactivate an intent
Each intent represents a specific problem, question, or request that your virtual service agent can help resolve for your customers. Read more about intents.
Intents can have one of two statuses:
Inactive – the intent is active in test mode and the Slack test channel, but not in any customer-facing channels. Read more about test mode.
Active – the intent is active in all connected customer-facing channels (except for email), test mode, and the Slack test channel.
When you create a new intent, its status is set to Inactive by default. When you’re ready to activate it for customers, you can change the status to Active.
You need to be a project admin to activate or deactivate intents.
Activate an intent for customers
To activate an intent in all of your connected customer-facing channels (except for email):
Next to your project’s name in the sidebar, select More actions (•••), then Project settings.
Select Channels & self service, then Virtual service agent.
Select Manage in Studio.
Select Intents.
Find the intent you want to activate for customers, and turn on the toggle under Status.
Select Activate.
The intent will now be active in your portal, and all connected customer-facing channels that have the virtual service agent turned on (except for email). Read more about virtual service agent channels.
Deactivate an intent
To deactivate an intent:
Next to your project’s name in the sidebar, select More actions (•••), then Project settings.
Select Channels & self service, then Virtual service agent.
Select Manage in Studio.
Select Intents.
Find the intent you want to deactivate for customers, and turn off the toggle under Status.
Select Deactivate.
The intent won’t be active in any of your customer-facing channels, but stays active in the Slack test channel and in test mode. Find out how to test your virtual service agent.
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