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-detect toggle
• 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 Auto mode, 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.