# User Utterance

This is the process of initiating conversational journeys using Instinct AI intents. When a customer inputs a particular keyword, Instinct AI matches it with **pre-defined intents**, subsequently starting a journey to effectively address the customer's query.

{% hint style="info" %}
The match is based on intent and utterances and doesn't need to be a exact match.
{% endhint %}

For creating an user utterance journey, you need to have a intent with defined utterances for better performance of journey. If you don't have one, tap [here](/chatman-enterprise-whatsapp-platform/chatman-functions/instinct-ai/train-to-bot.md) to create.

### Scenario

Let's say a customer want to order a tshirt, you can create journey to automate the purchasing process while providing a personalized communication. 

How can you create the journey with the above scenario?

#### How To Create a User Utterance Journey?

The User Utterance Journey triggers when a user's phrase matches the intent stored in the **Instinct AI.**

1. **Navigate** to the **Journey** **Tab** and click on **Create** **Journey**. 

**Name** **your** **journey** with the **intent** that you **want** to **achieve**, such as ‘**order**’. This will help you find your journey easily later.

<figure><img src="/files/1ZEmcFtJhmVUiOSIGuzK" alt=""><figcaption></figcaption></figure>

2. Scroll down to ‘**user-initiated**’ and **tap** ‘**user utterance’.**

<figure><img src="/files/a7NCDkU1BCoZTnlxJ4cR" alt=""><figcaption></figcaption></figure>

3. Under ‘**user utterances’**, tap ‘**select any intent**’ and **choose** **from the drop-down** that appears.

If you don’t have the intent you want, you can tap ‘[**here**](/chatman-enterprise-whatsapp-platform/chatman-functions/instinct-ai/train-to-bot.md)’ to **create a new one**.&#x20;

For the scenario, we want the customer to embark on the journey when their intent is to Purchase  Tshirt for the same the utterance can be:

<details>

<summary>Example Intent and Utterances</summary>

Intent: Purchase TShirt

1. I'd like to purchase a t-shirt.
2. Can I buy a t-shirt?
3. I'm interested in buying a t-shirt.
4. How can I get a t-shirt from your collection?
5. What t-shirts do you have available for purchase?

</details>

insert

4. **Creating the Journey Flow**

As per the scenario we know the customer intent is to buy a t-shirt so to sent them the same when Instinct AI understand the intent. We drag and drop:

* **Catalog Card**

This card contains all the t-shirt collections. For better interaction you can add a body message in the catalog card like&#x20;

> Checkout all the t-shirt meticulously curated just for you. Discover our latest collections and get the best-fit for yourself.

Further, under product thumbnail select, a product whose catalog you want to display in the chat as thumbnail.

* **End Conversation Card**

We now add a end conversation card to complete the journey flow.

#### How does the above journey work?

Simply, as soon as the user sends a message that aligns with the intent of the journey, the catalog card is sent.

Customer can simply select their product and make the purchase with procedure set in the catalog card.


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