How do I use Message Intent?

Message Intent in Sprout uses a machine-learning model to determine if a message you receive in the Smart Inbox or Reviews falls into one of the following categories: Customer Love, Customer Support, High Brand Risk or Unclassified.

This classification helps you to identify and prioritize messages that need a tailored, timely response. You can even incorporate the message intent into your Automated Rules to more efficiently and effectively respond to your customers and enhance your brand loyalty. As you update intent on messages over time, Sprout takes this into account and retrains the machine-learning model to better classify messages.

How do I view Message Intent in the Smart Inbox or Reviews?

You can see Message Intent in both the Smart Inbox and Reviews section of Sprout.

To view the Message Intent:

1. Navigate to the Smart Inbox or Reviews to see Message Intent on messages.
2. Filter the Smart Inbox or Reviews to the relevant Sources, Message Types and any other criteria.
3. Use the Message Intent filter in the Filter Menu to see Customer Love, Customer Support, High Brand Risk and Unclassified.
   
4. (Optional) To change a Message intent, click the Message Intent on the message, and then select a new intent from the dropdown menu.
   

Note: Message intent only appears on messages when the Conversation View is turned off and only if the Message falls into one of the three categories - Customer love, Customer support and High brand risk.

How do I bulk edit classified messages?

If you notice that some messages or reviews are classified incorrectly, you can bulk update these messages. 

To bulk update:

1. Select all the messages or reviews you want to update in the upper-right corner.
   
2. Click from the selected menu. The Message Intent menu appears.
3. Select the appropriate Message Intent.
   

The messages you selected are reclassified to the designation you selected.

How do I create an Automated Rule with Message Intent?

You can create an Automated Rule with or add Message Intent to an existing rule. For example, if a message falls into High Brand Risk, you can automatically create a Case. Then you can layer in profiles, sentiment and keywords to make it even more granular.

To create an Automated Rule with Message Intent:

Note: Creating Automated Rules with Message Intent is only available for Incoming messages in the Smart Inbox. You also need the Manage Profiles company permission and the Manage Advanced Inbox Features feature permission to create these rules.

1. Navigate to your name > Settings.
2. Click Automated Rules under Global Features.
3. Click Create new rule.
4. Enter a title for the rule and a description of what the rule does.
5. Select Inbox message for the Rule Type.
6. Select Has the message intent from the If an incoming message section.
   
7. Select the message intent from the dropdown.
8. (Optional) Add additional criteria.
9. Select the action you want to take from the Then take these actions section. Choose from:
   • Apply Tags
   • Complete
   • Create Case
   • Hide message
   • Send a push notification
   • Send an email
   • Send to Salesforce Service Cloud
10. Click Save. 

How do I edit an existing Automated Rule?

To add Message Intent to an existing Automated Rule:

1. Navigate to your name > Settings.
2. Click Automated Rules under Global Features.
3. Locate the Inbox Message Automated Rule you want to update.
4. Click the name of the rule. The Edit rule popup opens.
5. Select Has the message intent from the Select criteria dropdown in the If an incoming message section.
6. (Optional) Add additional criteria.
7. Select the action you want to take from the Then take these actions section. Choose from:
   • Apply Tags
   • Complete
   • Create Case
   • Hide message
   • Send a push notification
   • Send an email
   • Send to Salesforce Service Cloud
8. Click Save.