Intent group is a collection of related intents. Creating an intent group can improve the accuracy of underlying intents by narrowing the number of intents evaluated for each query.

Intent groups are useful to businesses that have distinct business problems or users. For example, let’s say your organization is an airline company that has distinct areas, such as bookings, account information, and internal users. For external users, the questions received regarding bookings (book flight, luggage fees, reserve seat) might be distinct from account information (home address, number of points, email/password) and can be served best using two intent groups. In addition, internal users, or employees of the airline, might have different solutions to their booking or account information needs. The employees might have their own intent group to serve their needs.

Each user starts with a default intent group and all intents will be added to this intent group unless specified otherwise.

This article covers:

• How to create an intent group
• How to rename the intent group
• How to add intents to intent groups
• How to copy intents to another intent group
• How to delete an intent group

Prerequisites for managing Zoom Virtual Agent intent group

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license

How to create an intent group

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Intent Management.
3. Click Create Intent Group.
4. Under Intent group type, select a group name.
5. Click Auto-generate intents to allow the system to automatically create intents for the intent group.
6. Click Save.
   Your intent group will be in draft status and you can start adding intents to it.

How to rename the intent group

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Intent Management.
3. To the right of the intent group you want to edit, click the ellipsis icon .
4. Click Edit intent group.
5. Edit the intent group name.
6. Click Save.

How to add intents to intent groups

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Intent Management.
3. Select an intent group where you want to add a new intent.
4. Click Add Intent and choose from the following:
   • Custom: In the Add Intent dialog box, specify the following:
     • Intent Name: Enter a display name to help identify the intent.
     • Language: Select the specific language for which the intent is being created.  
     • Training phrases prompt (Optional): Enter the issue you want to identify as a prompt for Generative AI to generate training phrases.
       Note: You can also click Write your own training phrases to manually write training phrases or use existing customer queries.
   • Import: Upload a CSV file to import a list of intents.

How to copy intents to another intent group

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Intent Management.
3. Select one or multiple intents you want to copy to another intent group.
4. At the top of the intents list, click Copy intent to another group.
5. Click the drop-down and select an intent group where you want to copy the selected intent/s.

How to delete an intent group

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Intent Management.
3. To the right of the intent group you want to edit, click the ellipsis icon .
4. Click Delete.
5. In the pop-up window, click Delete to confirm.
   Note: You need to unlink the intent group first if it is being used by another Zoom feature.