Use intents and sentiments to prioritize and route ticketsUpdated 18 minutes ago
Every message from a customer carries two signals: what the customer wants (their intent) and how they feel about it (their sentiment). Gorgias automatically detects both on every incoming message, so you can use them as conditions in rules to tag tickets, trigger auto-replies, set priorities, and more.
Requirements
- Available on all Helpdesk plans
- All roles can view intents on tickets
- The account Owner, Admins, and Leads can create and manage rules related to intents and sentiments
Understand intents and sentiments
When a ticket is created in your helpdesk, Gorgias’s AI automatically analyzes each message for intent and sentiment against a pre-determined list of options. The message will be labeled with an intent or sentiment when the system determines which option from the list is the best match. If the system is unable to confidently assign an intent or sentiment, it will be left blank. Intent and sentiment detection only applies to messages received from your customer, and won’t apply to internal notes, or messages created via the API.
Customer intents
An intent describes what the customer is hoping to accomplish by reaching out to your support team. You can leverage intents in your helpdesk by creating rules that apply to tickets based on the intent, or reviewing your analytics to determine why customers are most commonly reaching out to you.
The following intents can be automatically applied to your ticket by our AI system:
| Intent | Description |
|---|---|
| Discount/Request | Asks for a discount or needs help applying one |
| Exchange/Request | Requests to exchange a received product or get a replacement |
| Exchange/Status | Requests a status update on an ongoing exchange |
| Feedback | Provides feedback on a product, brand, or customer service (can be combined with sentiments for finer classification) |
| Order/Cancel | Requests to cancel an order before it ships |
| Order/Change | Requests to edit an order before it ships |
| Order/Damaged | The received order contains a damaged item, or the customer needs help troubleshooting |
| Order/Wrong | The received order contains the wrong item or is missing an item |
| Other/No-Reply | A message that doesn't need a reply and can probably be closed |
| Other/Question | A general question about a product, brand, or service |
| Other/Thanks | The customer expresses gratitude and the ticket can probably be closed |
| Product/Question | A question about a specific product |
| Product/Recommendation | Requests help choosing a product |
| Refund/Request | Requests to process a refund |
| Refund/Status | Requests a status update on an ongoing refund (can overlap with return/status) |
| Return/Request | Requests to return a received product |
| Return/Status | Requests a status update on a return |
| Shipping/Change | Requests to change shipping information |
| Shipping/Delivery-Issue | Notifies of an error with a package |
| Shipping/Policy | Asks for shipping information |
| Shipping/Status | Asks for a status update on an expected order |
| Stock/Request | Asks about the availability of a product |
| Subscription/Cancel | Requests to cancel a subscription |
| Subscription/Change | Requests to edit a subscription |
Manage intents in tickets
When you receive a message from a customer in your helpdesk, you can review what the system detected and applied as the intent, and remove or update it, if necessary. You can apply multiple intents to a single message.
- Open a ticket in your helpdesk.
- Hover over a message from a customer, then click the folder icon in the top-right corner of the message.
- Review the detected intents at the top of the list. Click the X icon next to an intent to remove it.
- Below Other intents, you can scroll through the full list of available intents, and click the plus icon to apply an intent to the message.
Customer sentiments
A sentiment describes how a customer feels in a message. Unlike intents, a message will only ever have one sentiment. Sentiments are useful for understanding how to approach a customer in conversation, or to interpret customer satisfaction trends over time. Sentiments can only be applied by our AI system — it’s not possible to manually update or assign them.
| Sentiment | Description | Example |
|---|---|---|
| Positive | The customer expresses satisfaction with a product, service, or social media post. | "That looks gorgeous!" |
| Negative | The customer expresses general dissatisfaction. | "I just received the package and I'm very disappointed." |
| Neutral | The customer doesn’t express satisfaction or dissatisfaction. | “What material is this product made of?” |
Prioritize and route tickets
You can use intents and sentiments as conditions in a rule to take automatic actions on tickets that meet the rule’s conditions. You can create rules with intents and sentiments that meet your team’s specific needs, or get started by installing the Identify intents and sentiments rule template.
Install the “Identify intents and sentiments” template
The Identify intents and sentiments rule template tags tickets with RETURN/EXCHANGE, ORDER-CHANGE/CANCEL, ORDER-STATUS, PRODUCT, and/or PROMOTION based on a ticket’s detected intents, and with feedback, positive, and negative based on the detected sentiments. When you install this rule, you’ll have the option to automatically create views to surface tickets tagged by this rule in your helpdesk.
- From your helpdesk, click the Settings icon in the bottom-left corner.
- In the menu, locate Ticket management, then select Rules.
- Click Create rule, then select Identify intents and sentiments from the templates library.
- To automatically create ticket views for this rule, check the box next to Create the ticket views listed above to see tickets that trigger this rule.
- Click Install rule.
- Review the rule conditions, then click Update rule.
Once your tickets are tagged with their intents and sentiments, you can use the tags to power additional workflows in your helpdesk. For example, you can:
- Create a rule that routes tickets with certain tags to a specific team.
- Review the Tags report in your analytics to measure the frequency of tickets of each intent or sentiment.
- Use advanced search to filter by the tags and find tickets with particular intents or sentiments.
- Create a custom view to surface tickets detected as negative in one place, signalling to your support team to take extra care when responding to these requests.
