Support Article

Intent when rules are required, but aren't being found



For intent When conditions, user had to create two versions of the same intent When rule in order to get intent When's to save and function.

In the interaction class, user had to create an intent When named "ConditionXYZ" and then create a When (non intent) rule in the same class with the prefix INTENT_.

The other intent When rule created is "INTENT_ConditionXYZ".

Error Messages

Not Applicable

Steps to Reproduce

1. Create an Intent task and corresponding Intent When rule.
2. Observe the tracer. Observe the intent When is never called in the tracer.

Root Cause

An issue in the custom application code or rules.

User had questions regarding why IntentWhen rule defined on IntentTask was not getting called in tracer.


Here’s the explanation for the reported behavior:

Intent When rules are required.

Whenever user creates an IntentWhen rule, system automatically creates a When rule in the following pattern INTENT_XYZ ( XYZ being name of the IntentWhen).

This INTENT_XYZ is what user will find in the tracer while the When rule is evaluated.

Published March 28, 2017 - Updated May 2, 2017

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