To create effective conversation flows, you must define Intent Types—categories of user goals, such as service requests or bookings—which serve as the foundation for your AI Employee's decision-making.
This guide explains how to add, modify, and create custom Intent Types in the Builder to dynamically route user interactions to the appropriate scenarios.
Accessing the Intent Types canvas
You must navigate to the Widgets page within the Builder to view and manage the categories your agent recognizes.
On the customer listing page, locate the specific organization you wish to edit and click the three dots icon on the far right.
Click Builder.
Select Widgets from the left navigation panel.
Locate the Intent Types column on the canvas.
Adding an Intent Type from the library
Newo.ai provides a collection of standard intents that you can quickly add to your agent to handle common tasks without starting from scratch.
Click + Add from Library in the top right corner of the page.
Select the Intent Types tab in the library modal.
Browse the list of available intents. Items marked with a + (plus) icon are not yet present on your canvas.
Click the + icon next to an item to add it to your Intent Types column.
Modifying a library Intent Type
You can customize the behavior of standard library items to better match your specific business rules or phrasing.
Hover over the desired item in the Intent Types column and click the eye icon.
Click the three dots menu in the top right corner of the viewing modal.
Select Clone this library item. The eye icon on the item will change to a pencil icon, indicating it is now an editable item.
Click the pencil icon to open the editor.
Edit the Title or Body text as needed.
Click Save.
🗒️ NOTE
To revert a customized item back to its original library state, open the item, click the three dots menu, and select Revert to the library item.
Creating a custom Intent Type
If the library does not include an intent that matches your needs, you can define a completely new category of user interaction from scratch.
Click the + (plus) button located in the header of the Intent Types column.
Enter a Title and Body description.
Click Save.
❗❗ IMPORTANT
You must adhere to specific syntax rules when naming and describing your intents to ensure the AI recognizes them correctly. Please refer to the Intent Type Formatting guide for exact requirements on Title and Body text.
Example: Creating a conference booking intent
This example demonstrates how to create a custom intent for a restaurant agent that recognizes when a customer wants to book a conference at the restaurant. This intent will be tagged as a "Lead" ([L]) because it represents a potential revenue opportunity.
Click the + (plus) button in the Intent Types column header.
In the Title field, enter the following text to name the intent and assign the Lead tag:
## **[L] Conference Booking**In the Body field, enter the description of the intent and the instruction for the agent to start the specific scenario:
A user asks about booking the restaurant for a conference or event.
ConvoAgent starts the scenario: **"Booking a Conference"**Click Save.
🚨 WARNING
This intent instructs the agent to start a scenario named "Booking a conference." You must ensure that a scenario with this exact name exists in the Scenarios column, or the handoff will fail.