Activate or deactivate an intent

To use the virtual agent, you need to have a few Slack channels set up:

• an agent channel, which is only accessible by agents and admins, and allows agents to assign, comment, work on, and close issues

• a test channel that allows you to see how your virtual agent works before turning it on for customers

• one or more request channels where your customers can engage with the virtual agent to get help and create issues

All intents and standard flows are always active in the test channel. Read more about setting up your virtual agent channels.

You need to be a project admin to activate or deactivate intents.

Activate an intent in your request channels

To activate an intent, you first need to make sure the virtual agent is turned on in at least one request channel. Find out how to turn the virtual agent on in a request channel.

To activate an intent in your request channels:

1. From the navigation on the left, select Project settings, then Virtual agent, and then Intents.

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

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

4. Select Activate.

Deactivate an intent in your request channels

To deactivate an intent in your request channels:

1. From the navigation on the left, select Project settings, then Virtual agent, and then Intents.

2. Select the intent you want to deactivate.

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

4. Select Deactivate.

The intent won’t be active in any of your request channels but stays active in the test channel.