Entities
Define entities so AI can pull specific details, such as order IDs or delivery dates, out of customer messages and store them in variables.
Entities are specific details the AI pulls out of a message, such as an order ID or a delivery date. Each entity stores its value in a variable that workflows and AI agents can use.
Open them from Settings → Data & Developer → Entities.
What is an entity?
An entity is a specific detail the AI extracts from what a customer says or writes, such as an order ID, a transaction reference or an email address. Each entity creates a variable, so the extracted value can be used in tools, conditions and replies.
Entities are used by the Capture block’s Extract Entity from Reply option and by the Extract block in workflows. The Entities list shows each entity’s name, data type, how many intents use it, and who last updated it.
How do I create an entity?
Open Entities
Go to Settings → Data & Developer → Entities and click + Add Entity.
Fill in the basic info
Enter a Name and a Display Name (the name the AI uses to refer to the entity in searches and conversations). Choose a Data Type: Custom, Number, Name, Alphanumeric or Email. Write a Description of what the entity is and what it looks like.
Add synonyms
Under Entity Synonyms, add other terms customers use for it. For a “User ID”, add “username” and “account ID”.
Add examples
Click Continue and add at least one example. Positive examples show a piece of text and the value to extract from it. Negative examples show text where a similar-looking value should not be extracted, with the reason.