Directly Developer Portal

Explore our developer documentation to learn how easy it is to deliver automated and elastic support operations with Directly's platform & APIs.

Get Started    Reference

Get Customer Intent

Tap into the Directly platform to better understand what customers are saying across any channel including phone, chat, webforms, email, virtual agents, and more!

Overview

Knowing what your customers want is half the battle to delivering the right solution to their problem.

This guide describes how to get the intent of a customer's question within any channel. Intents provide clarity into what a customer is asking when they may be unclear. When using the Understand API (v2/understand/predict), the intent also includes Directly's level of confidence, a threshold for automation, whether the confidence level meets that threshold, and any entities found within the question. You can use these features in Understand to better inform automations and route to the right groups in your contact center.

Updated 4 months ago

Get Customer Intent


Tap into the Directly platform to better understand what customers are saying across any channel including phone, chat, webforms, email, virtual agents, and more!

Suggested Edits are limited on API Reference Pages

You can only suggest edits to Markdown body content, but not to the API spec.