How do I add and manage custom reasons for contact and intent?
Summary
This guide provides an overview of how to manage and interpret Reasons for Contact (RFC) and Intent within your platform. You’ll learn how to:
Set appropriate user permissions
Navigate the RFC & Intent management interface
Create and categorise new RFC or intent
Review and action suggestions
Access and filter conversational data to uncover trends
By leveraging this functionality, your team can better understand customer needs and optimise engagement strategies based on real conversation data.
Managing permissions
To view and manage RFC and intent users must have the appropriate permissions enabled. For a given role you can set these permissions under the 'Access to reports' category.
Navigation prompt
Under User Management > Select Roles & Permissions > edit a role
Under Access to Reports you'll find the following permissions:
View reasons for contact: Allows read-only access to RFC and intent
Manage reasons for contact: Grants full management access to RFC and intent
RFC & Intent management screen overview
Navigation prompt
Navigate to Analytics > RFC & intent to view the RFC and intent management screen
The management screen provides an overview of RFC and intent statuses and their associated parent, child hierarchy.
Search: Use the search bar to find a specific RFC or intent
Filter by: Filter RFC and intent by status (Active, Suggested and/or Archived)
Name: Title of the RFC or intent
Sub-categories: The number of Level 2 (child) records set up
Instances: Number of contacts linked to the record
First applied: Date the record was first tagged against a conversation
Last applied: Date the record last appeared in a conversation
Status: Active, Archived or Suggested
Actions: Available options for managing the record
Deactivate reason for contact/intent records
Reactivate reason for contact/intent records
Review suggestions - where you can accept and activate a suggestion or decline and deactivate
Active
Active RFC and intent are live records that will be attached to conversations when analysed. You can deactivate these when no longer applicable.
Archived
Deactivated RFC and intent records will be archived and can be reviewed under this status. You can re-activate these via the actions menu.
Suggested
Where a conversation does not fall within the active RFC and intent instances or if an alternative was considered then suggested RFC and intent will be created for your review. These will only be presented once 75 or more instances have been found.
Creating new reasons for contact & intent
To manually create new RFC and intent, click the +Create New button.
Simply add the RFC or intent name and click create. For each record you can set the category hierarchy > either Parent (Level 1) or Child (Level 2). If a child then tick the 'belongs to a parent' option and choose the parent category from the dropdown.
You can 'save and close' to continue or 'save and add another' to continue adding additional records. This will automatically create as activated.
Handling suggested RFC and Intent
Where there are instances that a conversation does not fall into the active RFC and intent categories or an alternative stronger match has been found then a suggestion will be made. You can review and action suggestions to uncover unknown reasons for contact or intent.
To action a suggestion select 'Review'.
Here you'll find a summary of the conversations this was suggested against. This could be those that we tagged with active instances, but an alternative was suggested or N/A will appear if they weren't tagged. A suggestion will show once it has appeared in 75 or more conversations, this is to ensure the most important information is being surfaced.
Activate a suggestion
To add this suggestion to your active list click 'Activate'. This will be created as an active RFC/intent and any conversations imported can now be tagged with this disposition. There will be no changes to historic data.
Decline a suggestion
If the suggestion is not one you'd like to add to your list you can select decline, this is de-active the suggestion and will no longer be used for suggestions going forward. You can review this again from the inactive list and activate at a later stage.
Disabling suggestions
You can use the Y/N settings to stop suggestions from being made. Any historic suggestions will still be available until activated or declined. You can turn this on and off at any stage.
Viewing reasons for contact and intent
Conversations tab
Analysed fetched contacts will be tagged with a RFC and intent. These can be viewed from the conversations tab in the imported contacts page, a column for Level 1 and 2.
Where a reason or intent has not been attached to a conversation a dash symbol `-` will be displayed. This is due to a match not found with the existing RFC and intent taxonomy and a suggestion may have been put forward or the conversation not being analysed (check out our analytics guardrails).
Discovery tab
You can access conversational intelligence insights on RFC and intent from the imported contacts discovery tab.
RFC will be displayed in the charting summary across all filtering within the discovery table for an instant overview of why customers are getting in contact. To explore the information in more detail and uncover more trends you can use the group by filter to see related metrics for each RFC or intent.
Check out our discovery tab user guide for more information on how to navigate this page.
Conversation Filters
Across all conversations you can use the imported contact filters to segment conversations based on RFC and intent. Use the left hand panel to apply your RFC and intent criteria. These can be found under the evaluagent Insight Fields section.
Fetched Contact Insights
RFC and intent will be available in the insights column when viewing a fetched contact. Here you can view what instance has been found on the analysed contact, understand the reasoning for this result and view the evidence within the conversation.