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✅ What Is an Intent?🚀 Step-by-Step: Add a New Intent1. Log In to PREPARED2. Go to Settings → Non-Emergency Tab3. Edit Agent Greeting & Fallback Number4. Click “Add Intent”5. Click Save and Test It🧠 Pro Tips🛠️ Example: New Intent – Streetlight Outage🔍 Test Checklist💡 Examples of Intent Actions You Can Add📤 Need Help?
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Quick Start Guide: ANET Adding New Intents

Edited

Prepared Assistive Non-Emergency Triage (ANET)
📍 Audience: Call Takers, Dispatchers, Supervisors, Administrators
📅 Last Updated: 08/05/2025
📧 Support: Support@prepared911.com

✅ What Is an Intent?

An Intent represents the reason a caller is contacting your center. Each intent includes:

  • A Description (what the call is about)

  • Optional Questions (to collect info)

  • An Action (log, transfer, SMS)

🚀 Step-by-Step: Add a New Intent

1. Log In to PREPARED

2. Go to Settings → Non-Emergency Tab

  • On the dashboard, click Settings.

  • Select the Non-Emergency tab.

3. Edit Agent Greeting & Fallback Number

  • Update the Agent Introduction (e.g., “Thank you for calling the ACME County Non-Emergency line. How may I assist you today?”)

  • Set the Fallback Number (e.g., +1 (555) 555-1234) to redirect calls if ANET cannot assist.

4. Click “Add Intent”

You’ll now define:

  • Intent Name: Short name (e.g., Abandoned Shopping Cart)

  • Intent Description: High-level explanation of the call reason

  • Questions (optional): What should ANET ask the caller?
    (e.g., “Where is the cart located?”)

  • Action: Choose one:

    • Transfer Call

    • Send SMS

    • Log Report Only

5. Click Save and Test It

  • Click Create or Save.

  • Use the dashboard to simulate a call or pull a transcript.

  • Confirm ANET:

    • Recognizes the intent

    • Asks questions

    • Follows the correct action

🧠 Pro Tips

  • Work backward from the desired action. Ask: “What should happen at the end of this call?”

  • Keep intent descriptions broad to capture a range of caller language.

  • Use follow-up questions only when needed to complete the report.

  • Consider “hot” (human needed) vs. “cold” (bot-handled) versions of the same topic.

  • Use call transcripts to identify missing or misrouted intents.

🛠️ Example: New Intent – Streetlight Outage

Intent Name

Streetlight Outage

Description

Caller is reporting a streetlight that is broken or not functioning. ANET logs this and notifies Public Works.

Questions

Where is the light located? What’s the nearest cross street? Is it flickering or completely out?

Action

Log Report Only or Transfer to +1 (555) 555-1111 (Public Works)

🔍 Test Checklist

✅ Intent captures caller's reason
✅ ANET prompts correct follow-up questions
✅ Desired action is taken (log, transfer, SMS)
✅ Emergency fallback works properly

💡 Examples of Intent Actions You Can Add

  • Abandoned Shopping Carts

  • Broken Sidewalk

  • Blocked Storm Drain

  • Graffiti Report

  • Tree Trimming

  • Snow/Ice Removal Request

  • Curb Ramp Damage (ADA Concern)

  • School Crossing Guard Request

  • Water Quality Concern

  • Public Event Permit Request

📤 Need Help?

Please see the ANET Section for more detailed information

📧 Email: Support@prepared911.com
We’re happy to review your new intent configuration or provide a walkthrough.

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