Phrase matching
Train 5-10 real customer phrases per intent, Hinglish and slang welcome. Inactive intents never match live traffic.
Route chats by what they mean
Detect shipping, returns, COD, and human handoff intent.
Route flows before you spend AI tokens.
Trusted by
Intent that steers the bot
Phrases → confidence → action, start a Flow, reply, assign, or escalate without guessing or burning AI.
Route without AI spend
Algorithmic detection routes support flows before open AI generate, save OpenAI/Claude tokens for catalog questions and edge cases.
Test confidence
Hub Test modal shows matched intent and score, fix weak phrases before production WhatsApp traffic.
Intent list
Shipping, Returns, COD confirm, handoff, each with phrases, action, and Active toggle for India D2C support.
Editor & actions
Reply text, start a Flow, assign agent, or escalate. Set once, match forever while Active.
Live routing
Inbound WhatsApp hits the intent engine before or beside Flow Builder, Live Chat takeover still pauses AI and wins.
How intent goes live
Create intents
Name the jobs India D2C shoppers ask: shipping, returns, COD, talk to human.
Add real phrases
Write how customers actually ask, Hinglish welcome. Split broad intents when confidence is low.
Set actions
Fixed reply, Flow start, assign, or escalate, then toggle Active.
Test & publish
Use the Test modal, then watch Live Chat and Flow Builder respect the routes, takeover still pauses AI.
Common questions
Does intent detection replace AI Brain?
No. It sits in front: cheap phrase matching routes obvious intents; AI Brain handles harder questions when a model call is worth it.
Can intents escalate to Live Chat?
Yes. Configure handoff intents to assign humans, and Live Chat takeover still pauses bots on that thread.
Route WhatsApp by intent, save AI for hard questions
Match shipping, returns, and COD phrases first. Pair with AI Brain when shoppers need catalog answers.