Conversation Topics
Conversation Topics allow you to automatically categorize customer inquiries handled by AI. By defining a set of topics (e.g., Shipping Status, Returns, Product Questions), the system classifies each completed conversation into the most relevant category - making it easy to understand what customers are asking and where support automation has the greatest impact.
If a conversation doesn’t match any defined topic, it falls into “Other” automatically.
1. Define topics
Create and manage topics in:
Settings → AI & Automation → Conversation Topics
Each topic is a title. Add one or multiple titles at a time.
Examples:
Order status
Shipping complaints
Returns and exchanges
Payment issues
Product questions
Discounts and gift cards
Keep the list focused. Adjust as patterns emerge.
2. Automatic classification
After each conversation is closed/resolved or handed off:
The system reviews the conversation.
Assigns the most relevant topic - or Other if none apply.
Analytics update automatically.
Classification applies across all bot channels.
Analytics
Topic performance is visible in:
Metrics → Bot
You’ll see two views:
Here’s a clean Stripe-style improvement with clear explanation of size and color meaning:
Topics Overview
This treemap visualization shows how conversations are distributed across your topics.
How to read it:
Tile size
The share of total conversations within that topic (larger tile = more volume)
Tile color
Resolution rate (lighter = higher automation success, darker = lower success)
Text inside each tile
Conversation count and resolution rate for that specific topic
Example insights:
Product Questions / Issues / Feedback represents the largest portion of conversations.
Account Issues has one of the highest resolution rates.
Other is small in volume and has low automation success — indicates potential new topic needs.
Use this chart to:
Prioritize topics based on customer demand
Identify where automation is performing well or needs improvement
Track changes over time as topics evolve
Handoff Topics
This chart shows which topics still require human assistance, and how often those handoffs occur over time.
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