How to Redirect an Intent

When Reviewing a message, an agent might find that an intent prediction on a ticket is incorrect. Instead of manually handling the ticket, Agents can select an alternative Intent that fits the message.

‌To redirect an Intent, open Reviews and select a Queue:

‌The queue will open with a pre-loaded message waiting in the queue. Click on Redirect and select the correct intent:

‌"Redirecting" an Intent has added value in that it can be used to retrain a model for more consistent results. Additionally, a different Intent could have Journey already set up and the Intent redirection triggers a message along that Path.

‌If there is no correct intent to redirect to, simply choose the "No matching Intent" option and the message will be routed to a manual queue:

The "No matching Intent" option is still very helpful in training the model!