🔍 What Are Intents?
Intents are powerful conversation triggers that detect when a customer expresses a specific need or interest — such as wanting a discount, asking about a product, or being ready to purchase. When an intent is caught, it can automatically trigger a flow, helping you guide the customer towards conversion.
🎯 Goal of This Playbook
Use Intents to create smarter AI conversations by:
Detecting sensitive topics and delivering compliant responses without ending the conversation
Seamlessly transitioning back to helpful AI assistance after handling restricted questions
Preventing awkward conversation restarts or repetitive introductions
Maintaining natural conversation flow that makes your AI appear more intelligent and contextually aware
💡 Use Case: Smart Conversation Continuity
The challenge: When customers ask sensitive questions, most AI systems either:
Give inappropriate responses that create legal/brand risks
End the conversation abruptly, forcing customers to restart
Repeat introduction messages that break conversation flow
Example of improved conversation flow:
Customer: "Hi"
AI: "I'm your virtual assistant, you can ask me anything"
Customer: "Does your supplement cure cancer?"
AI: "I can't provide medical advice, please consult a doctor"
Customer: "Fine, can you just tell me what these vitamin C pills do then?"
AI: "Sure, our vitamin C pills support immune function..." ← Natural continuation!
With Intents, you can handle sensitive topics gracefully while keeping the conversation intelligent and flowing naturally.
Video Setup Demo
🔧 Step-by-Step Setup
Creating the Intent (Brand Safeguard)
Start by setting up the intent. For this, navigate to the “Intents” page and click create new.
Next up, define a generic sentence that represents your intent, e.g. “Can the supplements cure cancer?”
Use the “Generate samples” button to let our AI help you create more example phrases, such as:
Is cancer curable with supplements?
Are supplements a potential cure for cancer?
Is it possible to cure cancer using supplements?
Do supplements have the ability to cure cancer?
Could supplements be used as cancer cure?
Edit them as you like, the more phrases, the more complete the intent
Click Save when you’re satisfied with your intent.
Configuring flow 1: The Brand Safeguards
Use the intent you just created as the trigger for your flow
Configure a message that handles the sensitive topic professionally: "Unfortunately, I cannot give you medical advice, please consult a doctor. I remain available for any questions on our products and general topics."
Key: This flow ends here but sets up the context for smart continuation.
The flow ends here. We now need to configure a second flow, which we define as a “Catch-all” flow, which will be triggered when users wish to continue the conversation.
Configuring flow 2: The Catch-All Trigger
Goal: Allow natural conversation continuation without repetitive introductions.
Set up a flow that connects the user to a previously created agent in charge of answering frequently-asked questions (FAQ Agent)
Add a node that checks whether the user has triggered this flow recently:
If yes: connect directly to the FAQ Agent
If no: send a message to introduce the agent, e.g. “Hello, I’m your virtual assistant Alex”
Result: Your AI now appears contextually aware and doesn't repeat introductions unnecessarily.
Select the flow as the “Catch-all Trigger”: go to journeys → Settings → Triggers and select the flow you created.
📈 Benefits
Enhanced user experience: Natural conversation flow keeps customers engaged instead of frustrated by robotic interactions
Brand reputation safeguarding: Avoid controversial or inappropriate AI responses that could damage your reputation
Smarter AI perception: Customers experience seamless conversations without awkward restarts or repetitive messages
Risk mitigation with continuity: Handle sensitive topics safely while maintaining helpful customer service
✅ Best Practices
Use comprehensive phrase detection: Leverage AI-enhanced sample generation to capture all variations of sensitive topics in your industry
Create industry-specific intents: Set up separate intents for medical advice, legal claims, safety concerns, and other regulated topics
Test the full conversation journey: Verify that customers can seamlessly move from sensitive topics to general questions
Monitor conversation patterns: Track where customers go after safety responses to optimize your continuation flow
🔚 Wrap-Up
Smart conversation continuity transforms your AI from a basic rule-following bot into an intelligent assistant that understands context and conversation flow. By handling sensitive topics gracefully while maintaining natural dialogue, you create customer experiences that feel more human and sophisticated.