Variables, Intents, and Entities are the core data objects that power automations.
  • Variables store values used across workflows and agents.
  • Intents classify what a user is trying to do.
  • Entities extract structured data like IDs or numbers from unstructured input.

​
Variables

​
What is a Variable?

A Variable is a data placeholder that holds a value, such as a string, number, or dynamic expression. Variables can be used globally across workflows, agents, and tools to maintain context. Best practices
  • Use global variables for values that multiple workflows share (e.g., company name, support email).
  • Use dynamic expressions to capture context from user messages.
  • Name variables clearly (e.g., user_email, order_id).

​
How to Create a Global Variable

1

Navigate to Variables

Go to Data & Integrations → Variables.
2

Add a New Variable

Click Add Variable and give it a descriptive name.
3

Set its Value

Choose between:
  • Static value — e.g., “support@company.com”
  • Dynamic expression — value captured at runtime

​
Intents

​
What is an Intent?

An Intent represents the purpose of a user’s message — e.g., check order status, request refund, update email. Intents help classify and route conversations. Best practices
  • Write clear intent names and descriptions.
  • Add diverse utterances that cover how users phrase requests.
  • Provide positive and negative examples of real tickets to refine accuracy.

​
How to Create an Intent

1

Navigate to Intents

Go to the Intents section.
2

Create a New Intent

Provide:
  • Name — e.g., “Refund Request”
  • Description — what this intent should classify
3

Provide Utterances

Add user phrases (e.g., “I want my money back”, “Process my refund”).
4

Give Examples

Provide:
  • Positive examples — tickets that belong to this intent
  • Negative examples — tickets that should not be classified under it

​
Entities

​
What is an Entity?

An Entity is a structured piece of data extracted from user input. For example, an Order ID, Transaction Number, or UTR Number. Best practices
  • Use entities to extract important values from unstructured input.
  • Provide clear rules or regex patterns.
  • Add examples to help the AI recognize the entity.

​
How to Create an Entity

1

Navigate to Entities

Go to the Entities section.
2

Add a New Entity

Click Add Entity to begin.
3

Define the Entity

  • Name — e.g., “UTR Number”
  • Rule — pattern/format of the data (e.g., regex for transaction numbers)
  • Description — short explanation of what the entity represents
  • Examples — add positive and negative examples in sentences