Intents help Re:amaze understand what a customer is trying to do or ask. They make it easier to organize conversations, trigger workflows, and provide faster, more relevant responses.
How Intents work
An Intent starts with a description that you create. This description tells Re:amaze what kinds of customer messages the Intent should recognize, based on the situation or goal behind the message.
When a customer sends a message, Re:amaze uses your description to determine whether the message matches the Intent. If a match is found, the Intent can trigger actions inside workflows or automations.
Because matching focuses on meaning rather than exact wording, Intents can identify requests even when customers phrase things differently.
Creating a new Intent:
- Go to Settings.
- Under Automations, select Intents.
- Select Add Intent.
- Give your Intent and name and assign it to a brand
- Write a description explaining the type of messages the Intent should match.
When writing your description, you can select Improve What I’ve Written to have AI refine and improve what you’ve added. After providing your description, select Preview Example Messages to see the types of messages that will match your intent.
Writing an effective Intent description
A good description explains what the customer is trying to accomplish, not the exact words they might use. Descriptions should typically be 1-3 sentences.
Strong descriptions usually:
- Describe the customer’s goal or situation
- Include related requests conceptually rather than listing phrases
- Stay short and clear
Example description: "Customers asking about order status, shipping updates, delivery timing, or tracking information."
For apps and SaaS businesses, your customer intents might be to schedule a demo, to upgrade plans, to cancel their subscription, etc.
Using Intents with workflows
Creating an Intent alone does not trigger any actions. Intents become powerful when used inside Workflows.
Workflows allow you to define what happens when an Intent is detected, such as:
- Automatically tagging conversations
- Routing messages to a team or inbox
- Sending automated responses
- Triggering additional automation steps
After creating an Intent, add it as a condition in a Workflow to automate how conversations are handled.