Show content using Intent Sense

Note:

• Advanced Visibility Rules are currently available only to selected customers. For more information, contact support@whatfix.com. For information about existing Visibility Rules, see Visibility and Display Rule Conditions.

• Intent Sense is a Beta feature available as part of Whatfix’s AI Adoption offering. For more information, contact support@whatfix.com or your Whatfix representative.

What is Intent Sense?

Understanding user intent and delivering context-specific content is essential for improving the user experience within applications. The Intent Sense feature in Advanced Visibility Rules (AVR) uses AI to evaluate the sentiment or intent expressed in the text entered by the user into a specific field in the application. It checks whether the text in the selected field matches predefined intent or sentiment categories such as negative feedback, escalation, or support query. The evaluation happens in real time during user interaction. Based on the evaluation, it helps you show relevant content or widgets (such as Smart Tips, Beacons, Launcher, Pop-ups, and more) on the application.

Use case

For example, consider a customer support feedback form where users enter their experience and click Submit to record their feedback. Some might leave negative feedback or express dissatisfaction. Intent Sense detects this and shows a Pop-up with relevant support options, such as troubleshooting articles, live chat, or escalation paths. Without Intent Sense, users might see a generic message such as: “Thanks for your feedback.” This doesn’t address their concern or help resolve their issue.

With Intent Sense, Whatfix detects negative sentiment and responds with relevant guidance, such as: It looks like you’re facing an issue. Here are some resources that might help.

Steps to show a widget based on user intent

Use the following steps to show a widget based on user intent:

Step 1: Create a Pop-up.

Create a Pop-up based on your requirements. For more information on how to create a Pop-up, see Create a Pop-up.

Step 2: Configure the Advanced Visibility Rules.

1. In the Visibility rules section for your widget, click When does the pop up start and stop appearing?

   
   

2. In the When does the pop up appear? section, select Something on the application from the What causes the pop up to appear? dropdown.

   
   

3. In the What would you like to identify? dropdown, select Element.
   
   
   

4. Click Select element using studio.
   
   
   

5. Enter the URL of the page from where you want to select the element.
   
   
   

6. Click Select element.
   
   
   

7. On the redirected page, use Whatfix Studio to select the desired element.

   

   Note:

   • Click Add Rule icon to add or edit display rules for the selected element. For more information, see Selected Element conditions.
     

   • Click the Reselect element icon to reselect the element on the application.
     

8. In the Check if element section, choose Exists and compare to show the widget based on some criteria in the underlying application.
   
   
   

9. In the Compare to dropdown, select Element text.
   
   
   

10. In the Data type dropdown, select Text.
    
    
    

11. In the Check if value dropdown, select Match Intent.
    
    
    

12. In the Value field, specify the intent value that the selected element’s text should match, for example, Negative feedback or Positive feedback.
    
    

    Info:

    In the Value field, you can also enter natural language phrases or sentences to describe the intent your text should match. For example, "upsell opportunity intent" or "Show when anybody asks a question about feature usage". This means you can specify intent using natural, conversational language, making it easier to match a variety of user inputs.

    
    

13. Once you have added all the required Visibility Rules, click Save.

    
    

14. Finish creating the widget and then click Save.

    

Sample user intent values

• Show whenever there is a negative feedback

• Escalation intent

• Show whenever someone asks a feature clarity question

• Positive feedback

• Interested in advanced features

• Support query intent