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Lex Intent Issues

An intent is the caller's goal, such as asking for hours, requesting pricing, leaving a message, or asking for a person.

In troubleshooting, you may hear support refer to Lex intents. This is part of the call understanding layer that helps route caller phrases to the right action. You do not need to configure Lex directly.

Signs Of An Intent Issue​

Possible signs include:

  • the AI answers the wrong topic
  • a transfer request becomes a general FAQ answer
  • a pricing question is treated like a service question
  • the AI takes a message even though a matching FAQ exists
  • similar caller phrases behave differently

What You Can Fix​

Most intent issues can be improved from your knowledge and call handling settings:

  • add clearer FAQ questions
  • add keywords and alternate phrases
  • split large answers into separate cards
  • mark cards active
  • choose the right card behavior
  • add transfer keywords for human requests
  • keep pricing, policies, and services in separate sections

Example​

If callers say "Can I talk to the owner?" but the AI does not transfer, add transfer keywords:

owner, manager, person, human, representative

Then test with a real call.

When To Contact Support​

Contact CloudMySite support if the same phrase repeatedly routes incorrectly after you update keywords and approved knowledge. Include the caller phrase, expected behavior, AI number, and approximate test time.