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An agent with this tool reads your Social Intents live chats: to answer a technician’s question about a user’s chats, or to list missed chats, offline messages and leads for a callback.
Automatically enabled when you configure Social Intents permissions in your agent workflow. No manual toggle needed.

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What It Does

  • Read answered and missed chats, filtered by visitor email, visitor id, widget, tag, chat id and date range: the transcript, the visitor’s name, email and phone, the page, the technician and the duration
  • Read missed chats and offline messages on their own
  • Read captured leads and your widgets
  • Register a webhook on a widget for chats, offline messages or leads, and delete a webhook
The agent calls Social Intents through the Vendor API tool, with social_intents as the vendor id. Sandbox scripts can call Social Intents too, under the same permissions.

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Permission Groups

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Access Profiles

Chats, Leads and Widgets Read Only. No webhook changes.
Every group on. A webhook change asks a technician first.
Every group on. A webhook sends transcripts out of Social Intents, so a webhook change asks a technician first.
Every group on, with no approval, except registering a webhook, which always asks a technician.

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Safety

  • Chat text is written by your website’s visitors. The agent treats it as data and never follows instructions in it.
  • On a run for a ticket, the agent reads no chats, missed chats, offline messages or leads: the chat text on a ticket is written by a website visitor, and Social Intents filters chats only by what a visitor types. A chat agent and a scheduled agent read them.
  • Registering a webhook always asks a technician, in every profile: a webhook sends every later transcript to its URL. Neo registers one only to an https URL, and only for the three events Social Intents documents.

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What it does not do

Social Intents’ API documents no call to send a chat message, answer a visitor, change a widget’s settings or list the webhooks you registered, so the agent does none of these. Neo does not receive Social Intents webhooks; a chat reaches Neo as the ticket its transcript email opens (how).