Intent playbooks
See what the AI receptionist is told to do for each kind of caller request, and manage the articles, automatic replies and closed-hours messages around it.
Where to find it
AI agents › Intent playbooks
Open this screen
Steps
- Open AI agents › Intent playbooks.
- Read the Industry card and the list of intents: each one shows its instruction and whether it is for every industry or this industry.
- Click an intent to read its Instruction and One-click replies.
- Press View model prompt to see exactly what the model is sent.
- Further down, manage the Knowledge base articles, Automatic replies and Closed-hours messages.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| View model prompt | Shows the instruction block built from the enabled intents. | — |
| Industry | The industry whose intents are loaded. Changed by the platform operator. | — |
| Intents | Each with its instruction, one-click replies and a switch (Recognised / Not recognised). | — |
| Knowledge base | Articles an agent finds when asking a question mid-call, and that the customer portal can show. | — |
| Automatic replies | Replies sent to an inbound message before anyone sees it. | — |
| Closed-hours messages | What a customer is sent when they write to a channel outside its hours. | — |
Tips
- Turning an intent off removes it from the model prompt, so it really stops being recognised.
Good to know
- The industry and its intents are one shared set every organisation’s AI reads; only the platform operator can change them.
- Managers can change their organisation’s articles, automatic replies and closed-hours messages.
Related how-tos
- Write knowledge base articles for mid-call answers Add the articles an agent finds when they ask a question during a call, and choose which the customer portal may show.
- Set automatic replies to inbound messages Answer common messages automatically, and still pass them to a person when needed.
- Set closed-hours messages for channels Choose what a customer is sent when they write to a channel outside its hours.
- All agents See every AI agent in your organisation, which phone lines each one answers, and open one to change it.