Activate or deactivate an intent

Each intent represents a specific problem, question, or request that your virtual service agent can help resolve for your customers. Read more about intents.

Intents can have one of two statuses:

• Test – the intent is active in test mode and the Slack test channel, but not in any customer-facing channels. Read more about test mode.

• Live – the intent is active in customer-facing channels, test mode, and the Slack test channel.

When you create a new intent, its status is set to Test by default. When you’re ready to activate it for customers, you can change the status to Live.

You need to be a project admin to activate or deactivate intents in customer-facing channels.

Activate an intent for customers

To activate an intent in your customer-facing channels:

1. From your service project, select Project settings, then Channels & self service, then Virtual service agent..

2. Select Intents.

3. Select the intent you want to activate for customers.

4. In the top right corner, next to Intent status, select Live from the dropdown.

5. Select Activate.

The intent will now be live in your portal, and any Slack request channels that have the virtual service agent turned on. Find out how to turn the virtual service agent on in a Slack request channel.

Deactivate an intent

To deactivate an intent:

1. From your service project, select Project settings, then Channels & self service, then Virtual service agent.

2. Select Intents.

3. Select the intent you want to deactivate.

4. In the top right corner, next to Intent status, select Test from the dropdown.

5. Select Deactivate.

The intent won’t be active in any of your customer-facing channels, but stays active in the Slack test channel and in test mode. Find out how to test your virtual service agent.