Decide how every kind of message gets answered.
Every incoming message is matched to an intent first. Common questions get a fixed reply you wrote, with no AI involved. Booking requests show a booking card. Anything that needs a person goes to one.
Messages are classified before any AI runs. A greeting has a fixed answer, so it is sent as written: no latency, no cost, and nothing invented.
The intent list
Every intent, grouped by what it does.
Intents are grouped by what they do, so you can see at a glance which questions are answered with no AI at all. When two intents could match the same message, the one with the higher priority answers, so a specific intent beats a general one.
Route visitor messages by intent before the AI runs. Greetings get canned replies, booking asks render a card, support requests escalate. Extend the taxonomy for your own domain.
Common questions get a fixed answer.
Known questions never reach the AI.
Questions you have seen before get the exact reply you wrote, so the answer is never improvised.
- Answer common questions with fixed text and no AI involved
- Show a booking card when somebody asks for a time
- Send the chat to a person when somebody has a problem
- Let the AI answer only when nothing else matched
- Set priorities so a specific intent beats a general one
Add intents for your own business.
The same intents work on your website chat and on WhatsApp.
- Start from the built-in intents and keep the ones that fit
- Add your own and give each one a priority
- Write the exact reply each one sends
- Point an intent at a booking card, or at a person
Access
Who can do what.
Anyone on the team can take over a chat that was passed to a person. Writing the replies the system sends on its own is a bigger decision, so fewer people can do it.
See every intent and what it answers.
Take over a conversation that was passed to a person.
Write intents and the replies they send.
Change priorities and where escalated chats go.
Admin is the highest role and is not constrained by the permission grid, so it is worth keeping to the smallest group that genuinely needs it.
One visitor, start to finish
Four messages, one AI answer.
The greeting and the security question got fixed answers. The unusual question went to the AI, which answered from your own content. The booking request showed a card with real availability, and the slot they picked went onto the calendar and into the CRM at the same time.
A fixed reply, sent exactly as you wrote it. No AI involved.