Intent and signals

Kapa automatically classifies each conversation with a single intent that captures what the user was trying to do, and detects zero or more signals that capture how the user reacted to the answers.

The available intents are:

Intent	Description
Troubleshooting	The user was working through an error, unexpected behavior, or a broken state.
Guiding	The user wanted to be walked through setting up or using your product.
Lookup	The user was looking for a specific fact, symbol, or piece of documentation.
Off-Topic	The conversation was unrelated to your product, documentation, or support scope.
Other	Conversations that don't fit any of the other intents.

The available signals are:

Signal	Description
Pushback	The user questioned or corrected the answer.
Negative sentiment	The user expressed frustration with the answer.

Intent and signals appear as columns and filters on the conversations page, and they feed the self-serve rate on the dashboards.