Best Practices for Custom Intent (BETA) in Conversational Email

Laurel Slutsky

This article is referencing the Custom Intent BETA feature rolled out to some of our customers. This beta is closed at this time but if you're interested in testing in the future, leave a comment below!

The Custom Intent (BETA) feature in 6sense Conversational Email helps you train AI to handle key prospect questions before a meeting, keeping engagement high and guiding buyers smoothly through the funnel.

Here are three powerful ways to use this feature effectively:

1️⃣ Competitive Questions: Keep the Conversation in Your Court

🔹 Scenario: A prospect asks how 6sense compares to a competitor before agreeing to a meeting.
🔹 Best Practice: Train your AI to respond in one of two ways:

• Option 1: Answer their question concisely and loop in a sales rep for a deeper dive.
• Option 2: Address the question while steering the prospect toward a meeting.

💡 Example Response:
"Great question! Unlike [Competitor], 6sense offers [key differentiator]. If you're open to a quick chat, I’d love to connect you with [Rep Name] to dive deeper and explore what best fits your needs. Let me know what works!"

2️⃣ Pricing Questions: Set the Right Expectations

🔹 Scenario: A prospect asks about 6sense pricing.
🔹 Best Practice: You can either:

• Option1: Send the inquiry directly to a sales rep.
• Option 2: Respond with a pricing range to keep the conversation moving.

💡 Example Response:
"Pricing varies based on team size and use case. Most of our customers fall within [range]. I’d be happy to connect you with [Rep Name] for a quick, customized quote—would you like an intro?"

3️⃣ Functionality Questions: Get Reps Involved at the Right Time

🔹 Scenario: A prospect asks about a specific product feature.
🔹 Best Practice: Rather than the AI attempting to explain detailed functionality, direct them to a sales rep for a tailored answer.

💡 Example Response:
"Great question! Rather than give you a generic answer, I'd love to connect you with [Rep Name], who can walk you through exactly how 6sense can help with [feature]. Would you be open to a quick chat?"

🚀 Why Use Custom Intent?

✅ Keeps prospects engaged with helpful, relevant responses
✅ Ensures the right balance between AI automation and human touch
✅ Lowers the number of human review messages, reducing manual workload for your team
✅ Helps qualify and guide leads more effectively

Custom Intent (BETA) gives you more control over how your AI handles key objections and questions—helping you book more meetings while keeping conversations buyer-friendly.

More info here: https://support.6sense.com/knowledge-base/getting-started-with-custom-intents-beta/

👥 Have questions or success stories with Custom Intent? Drop them in the comments!