Conversation Topics
Conversation Topics let you auto-classify what a customer is talking about (for example billing, refund, sales, technical issue) on a per-bot basis.
You can then attach topic actions to help your team react faster.
Where to Configure
- Bot Settings: quick
Auto-detecttoggle - Topics Page: full detection policy and per-topic rules
Path: Dashboard -> Bots -> [Bot] -> Topics
Detection Policy Fields
- Auto-detect topics: enables topic classification on incoming customer messages.
- Classifier mode:
Rules: deterministic keyword/rule scoring.Hybrid: reserved mode for future multi-stage classification improvements.
- Customer message window: how many recent customer messages are used during scoring.
- Min confidence: minimum score threshold before any topic update is allowed.
- Switch confidence: stronger threshold required to switch from one topic to another.
- High-risk switch confidence: strict threshold used when switching away from high-risk topics.
Note: Topic assignment itself is built into detection. You do not need to add an action to change topic.
Topic Definition Fields
Each topic has:
- Label: human-readable name.
- Topic key: stable identifier used in logs/events.
- Priority: tie-break order if scores are close.
- Enabled: whether this topic can be selected.
- High Risk: marks a sensitive topic that uses stricter switching behavior.
- Keywords / Negative Keywords / Phrases: rule inputs for scoring.
- Action Mode:
Off: no action processing.Suggest Only: logs suggested action events.Auto: executes supported actions automatically.
Topic Actions
You can attach multiple actions per topic.
- Notify Team
- Status: implemented
- In
Automode, sends an internal team notification.
- Set Priority (coming soon)
- Intended to set conversation urgency (normal/high/critical).
- Apply Tags (coming soon)
- Intended to add labels for workflow and filtering.
- Human Takeover (coming soon)
- Intended to recommend or trigger human handoff.
- Webhook (coming soon)
- Intended to send an outbound event to your endpoint.
Current behavior for coming-soon actions: configuration is saved and logged, but execution is not active yet.
Usability Notes
- Tooltips are available on non-obvious fields (for example
High Risk, threshold controls, and action mode). - For advanced users, actions can also be edited in JSON mode.