Review and update intents on ticketsUpdated an hour ago
Who can use this feature?
Gorgias reads each message from your customer and labels it with an intent: what the customer is asking for, such as a refund, an order status update, or a missing item. Intents show why a customer contacted you, and they're used across Gorgias, including in rules and reports.
Gorgias detects intents automatically. If the detected intent doesn't match the message, you can remove it or add a different one from the ticket.
This article covers:
Find the intent on a message
Intents appear on messages from your customer. Messages from your team and internal notes don't have intents.
- Open a ticket in your helpdesk.
- Hover over a message from your customer. A folder icon appears in the top-right corner of the message.
- Hover over the icon to see the intents Gorgias detected, or click it to open the full list.
If Gorgias didn't detect an intent for the message, the list shows No intents detected.
Update the intents on a message
Remove an intent that doesn't fit, or add the one that does.
- Open a ticket in your helpdesk.
- Hover over a message from your customer, then click the folder icon in the top-right corner of the message.
- Under Message intents, review the intents Gorgias detected.
- To remove an intent, click the X icon next to it.
- To add an intent, find it under Other intents, then click the plus icon.
- Close the list to save your changes.
Frequently asked questions
Why doesn't a message have an intent?
Gorgias detects intents only on messages from your customer, so messages from your team and internal notes don't have one. Gorgias can also leave a customer message without an intent when it can't detect one. In that case, you can add an intent yourself.
Can I create my own intents?
No. Gorgias provides the list of intents, and you choose from that list.
