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Entities

Overview

Entities are specific pieces of information that your bot can identify and extract from user messages. They represent important data points like names, locations, products, or any custom category relevant to your needs.

What are Entities?

Think of entities as the "nouns" in your conversations. When a user says "I want to order a large pizza for tomorrow", the bot can identify:

  • Product: pizza
  • Size: large

Each of these extracted pieces of information is an entity that your bot can use to understand and respond appropriately to user requests.

Understanding the Entities Page

The Entities page displays a list of entity categories that your bot has automatically detected from actual conversations. When you select a category, you'll see a list of conversations where that entity was captured. Clicking on a conversation shows the full details with the specific words that triggered the recognition highlighted.

Entity Categories

The page shows entity categories recognized by your bot, representing the types of information users are discussing.

This gives you an overview of what information your users are naturally providing in their conversations.

Viewing Conversations

When you select a category, you'll see a list of conversations where that entity was detected. Click on any conversation to view its details, which include:

  • Interaction Logs: The full transcript of messages exchanged
  • Highlighted Words: The specific words or phrases that triggered the entity recognition are highlighted, making it easy to see exactly what the user said
  • Summary: A brief overview of the conversation's main points
  • Client Intentions: An analysis of what the client was trying to accomplish

For more information about viewing conversation details, see the Conversations page.

Configuring Entities

To add or edit the categories and the words that trigger them, click the "+" button at the top of the categories list. In the configuration view you can:

  • Create or rename a category (the type of information the bot should capture).
  • Add, edit or remove words and phrases that should trigger recognition for that category.
  • Define a custom prompt that instructs the bot on how to recognize entities in that category.
  • Save changes so the bot uses the updated categories and trigger words when processing conversations.

This lets you control which categories the bot recognizes and which words or phrases map to each category.

How It Helps You

This allows you to:

  1. Verify Accuracy: Check if the bot is correctly identifying entities
  2. Discover Patterns: See how users naturally phrase information
  3. Improve Recognition: Identify variations or synonyms you might want to add
  4. Understand Context: See the full conversation flow around each entity