Control Responses with Custom Intentions

Take complete control over specific topics by dictating how the chatbot responds to certain precise requests.

Introduction

By default, DoxyChat uses your documents to generate responses. This is ideal for 90% of questions. However, for certain strategic topics (pricing, contact, emergency situations), you don’t want to let the AI improvise: you want a standardized and controlled response.

Custom Intentions allow you to create “routing rules.” When the chatbot detects a specific intention from the user, it bypasses its usual search to follow your precise instruction.

Why Use Intentions?

Unlike basic chatbots that react to exact keywords, DoxyChat uses AI to understand the meaning (the semantics) of the request.

This allows you to handle cases such as:

• Commercial Redirection: If the user asks for a price, don’t provide a figure but invite them to request a quote.
• Human Request: If the user is frustrated or asks to “speak to someone,” immediately display the support number.
• Off-topic: If the user asks a question about weather or politics, politely respond that this is not the bot’s subject.

Configuration Procedure

1. Go to the Intelligence tab on your dashboard.
2. Scroll down to the Intentions & Routing section.
3. Click on Add an intention.
4. Fill in both fields:
   • Intention Name (Trigger): Describe what the user is trying to do.
   • Instruction (Response): Tell the chatbot how to react.

Practical Examples

Here’s how to configure the most common intentions:

Case 1: The “Price” Question

You don’t want to display your rates publicly, even if they’re in your internal documents.

• Intention Name: The user asks for information about prices, rates, or how much it costs.
• Instruction: Don't give any specific price. Reply that our offers are customized and invite the user to contact the sales team through the contact form.

Case 2: The “Human Contact” Request

The user wants to speak to a real person.

• Intention Name: The user asks to speak to a human, an agent, or an advisor.
• Instruction: Immediately provide the following contact details: [[email protected]](mailto:[email protected]) and 01 02 03 04 05. Specify that support is open from 9am to 6pm.

Case 3: Managing Competitors

A user asks for a comparison with a competitor mentioned in your internal documents.

• Intention Name: The user asks questions about our competitors or requests a comparison.
• Instruction: Never mention competitor names. Simply highlight our strengths (24/7 Customer Service and Data Security) without making direct comparisons.

Important note: DoxyChat is smart enough to understand variations. If you configure the “Price” intention, it will also work if the user asks “Is it expensive?”, “What are your rates?”, or “Billing info”.