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Building an AI agent

Variables, Intents & Entities

Learn how to define and configure variables, intents, and entities as core data objects for building automations.

Variables, Intents, and Entities are the core data objects that power automations.

  • Variables store values used across workflows and agents.
  • Intents classify what a user is trying to do.
  • Entities extract structured data like IDs or numbers from unstructured input.

Variables

What is a Variable?

A Variable is a data placeholder that holds a value, such as a string, number, or dynamic expression. Variables can be used globally across workflows, agents, and tools to maintain context.

Best practices

  • Use global variables for values that multiple workflows share (e.g., company name, support email).
  • Use dynamic expressions to capture context from user messages.
  • Name variables clearly (e.g., user_email, order_id).

How to Create a Global Variable

Navigate to Variables

Go to Data & Integrations → Variables.

Add a New Variable

Click Add Variable and give it a descriptive name.

Set its Value

Choose between:

  • Static value — e.g., “support@company.com”
  • Dynamic expression — value captured at runtime

Intents

What is an Intent?

An Intent represents the purpose of a user’s message — e.g., check order status, request refund, update email. Intents help classify and route conversations.

Best practices

  • Write clear intent names and descriptions.
  • Add diverse utterances that cover how users phrase requests.
  • Provide positive and negative examples of real tickets to refine accuracy.

How to Create an Intent

Navigate to Intents

Go to the Intents section.

Create a New Intent

Provide:

  • Name — e.g., “Refund Request”
  • Description — what this intent should classify

Provide Utterances

Add user phrases (e.g., “I want my money back”, “Process my refund”).

Give Examples

Provide:

  • Positive examples — tickets that belong to this intent
  • Negative examples — tickets that should not be classified under it

Entities

What is an Entity?

An Entity is a structured piece of data extracted from user input. For example, an Order ID, Transaction Number, or UTR Number.

Best practices

  • Use entities to extract important values from unstructured input.
  • Provide clear rules or regex patterns.
  • Add examples to help the AI recognize the entity.

How to Create an Entity

Navigate to Entities

Go to the Entities section.

Add a New Entity

Click Add Entity to begin.

Define the Entity

  • Name — e.g., “UTR Number”
  • Rule — pattern/format of the data (e.g., regex for transaction numbers)
  • Description — short explanation of what the entity represents
  • Examples — add positive and negative examples in sentences

Entities help AI agents automatically capture and use structured values like order IDs or phone numbers during conversations.