Goals
Goals define what your agent should accomplish during a conversation.
Overview
A Goal represents an objective the agent works toward. Goals are connected to Topics and help the agent understand the desired outcome of each conversation.
Examples:
Resolve customer complaint
Complete order placement
Schedule appointment
Provide product recommendation
Creating a Goal
Navigate to Agent Config > Goals and click Create Goal.
Name
Clear identifier for this goal
Description
What achieving this goal means
Topic
Which topic this goal belongs to
Success Criteria
How to know the goal is achieved
Priority
Relative importance when multiple goals apply
Goal States
Goals can be in different states during a conversation:
Active
Currently being pursued
Achieved
Successfully completed
Abandoned
User changed direction
Blocked
Cannot proceed without more info
Best Practices
Define clear success criteria
Keep goals focused and measurable
Set appropriate priorities
Connect goals to relevant policies and actions
Related Documentation
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