How to Create a New Intent
Step 1 – Define the Caller Goal
Before creating an intent, clearly define:
What problem the caller is trying to solve
Whether it should resolve automatically or transfer
Whether it requires CAD creation
Avoid vague definitions.
Step 2 – Create the Intent in the Admin Interface
Navigate to Configuration → Intents.
Select “Create New Intent.”
Enter a clear intent name.
Add example utterances.
Define confidence threshold if configurable.
Use natural-language examples that reflect real calls.
Step 3 – Design the Question Flow
For each required data point:
Add only necessary questions.
Place questions in logical order.
Avoid collecting unused data.
Do not:
Ask the same question multiple times.
Overload the caller early in the call.
Step 4 – Assign the Default Action
Each intent must end with an action.
Common patterns:
Provide information and end call
Transfer to call-taker
Send SMS
Create CAD/CFS record
If uncertain whether to resolve or transfer, default to transfer.
Step 5 – Configure Fallback Behavior
Ensure:
Transfer destinations are correct
Fallback numbers are defined
Guardrails are preserved
Validate that safety escalation still overrides the intent.
Step 6 – Test Before Enabling
Before enabling:
Run text-based simulation.
Review transcript and summary.
Confirm action triggers correctly.
Confirm transfer routing works.
Monitor first live calls in Triage.
Testing prevents unintended automation.