Interaction Intents refer to specific reasons or purposes for a customer to reach out to a contact center. The intents are used to categorize and manage the incoming interactions and route them to proper channels or agents for efficient customer service. Understanding the different interaction intents enables organizations to streamline support and improve customer interactions. Some of the common interaction intents are:

  • Inquiries
  • Customer Support
  • Billing and Payments
  • Complaints

A set of specific keywords associated with an interaction intent helps to categorize the interaction for an intent. 

  • Interaction intents are generated only for inbound calls.
  • Each intent is counted only once per interaction.

Accessing the Interaction Intent 

To access the interaction intents window, on the WFO tab, click Conversation Configuration > Interaction Intents.
The Interaction Intents window with all configured interaction intents is displayed.

  • To view information about only active intents, select the Active Only checkbox.
  • To customize the table columns view, see the instructions in the Customizing a Table section in SpeechIQ Reporting.
  • To refresh the list, click the Refresh icon (Refresh icon).

Adding a New Interaction Intent

To add a new interaction intent: 

  1. In the Interaction Intents window, click .
    The New Interaction Intent popup window is displayed.


  2. Specify values in the following fields:

    • Name: Specify a name for the interaction intent.
    • Driver Keyword List: Select an existing keyword list from the drop-down list to represent the interaction intent.
    • Language: Select the language from the drop-down list. Currently English and Spanish are the available options. 
    • Allow Duplicates: Select Yes if duplicate keywords are allowed. 
    • Active: Select the checkbox if the interaction intent must be set to active status.
    • Reasons: Select additional or subsidiary reasons/keyword lists from the drop-down list that correspond to the main interaction intent, and click the plus icon ().
  3. Click Save.

  • To copy an interaction intent, in the Interaction Intents window, click Copy, and then click Yes in the confirmation popup window that is displayed. A copy of the selected interaction intent appears in a separate table.
  • To modify an interaction intent, select the interaction intent that you want to modify and click Edit, or double-click the interaction intent. You can modify the details on the Settings tab of the Interaction Intent details page. 
  • To view the updates made to an interaction intent, double-click the interaction intent and click the History tab.
  • To delete an interaction intent, in the Interaction Intents window, select the interaction intent and click Delete. Alternatively, you can select the interaction intent and click Delete on the interaction intent details page.