The AI replies custom intents feature is in Beta.
Beta access is closed to new participants at this time. However, if you are interested in participating if the Beta opens up again, contact your Customer Success Manager.
Custom intents is an enhancement to AI Email (AIE) AI replies that enables your AI email agent to recognize and respond to specific customer questions and custom scenarios. It allows you to handle complex interactions and objections independently with your AI email agent. This enhancement allows you to:
Reduce human review or premature sales reps’ handover: Your AI email agent can handle more complex interactions independently, reducing the frequency and need for human review or early handover to sales.
Increase the number of qualified leads: Your AI email agent can handle objections. This should gradually increase the number of qualified meetings booked over time.
Set up custom intents
To set up custom intents:
Go to the Conversation flow editor and toggle on AI powered responses at the top left hand of the screen.
A message indicates that Custom intents are now available.
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Scroll to the bottom of the page and select the Add custom intent box.
The Add custom intent popup opens.
Specify the scenario for your custom intent.
Describe when it should be used.
Indicate how you want the AI to respond, such as handover the prospect to a sales rep or continue the conversation.
Select Save.
Refer to the Example custom intents and best practices section later on this page for examples and inspiration on how to set up your custom intents.
Test custom intents
After you create a new custom intent, you can test your AI’s responses using the Playground on the right-hand side of the screen.
Check that your AI can correctly bucket the Intent in the grey box below Your AI classifies this as….
Adjust What scenario does this custom intent handle and When should this custom intent be used as needed.
After you are satisfied with your custom intent, go back to the Conversation Flow editor.
Select Publish at the top right.
Now, any new incoming responses that fits the custom intent will be handled with your specified strategy.
Example custom intents and best practices
Budget objection example
The call to action is to offer to get on a call to share more ideas on how the recipient can find budget for your solution, and highlight that there’s no obligation to do so.
Use the Budget objection scenario custom intent when contacts mention they have no budget left.
Intent: Contact mentions they have no budget left.
Action to take for this intent: Continue conversation.
Strategy for handling the scenario: The handling strategy is to acknowledge the contact’s budget constraint, reframe the constraint by offering to share more so the prospect can factor your solution into their future budget planning, and share more about how other customers achieved success.
Already a customer example
The call to action is to ask if they would be interested in having a call to find out more.
Use the Already a customer scenario custom intent when the contacts say that they are already customers.
Action to take for this intent: Continue conversation.
Strategy for handling the scenario: The handling strategy is to acknowledge the contact is already a customer, then offer them a chance to purchase additional features or licenses.