Topics
Define the conversations you want to track and inspect the customer mentions behind each topic.
Topics help you track recurring feedback, feature requests, expansion interest, and cancellation intent across customer conversations.
Define a topic
Builders, admins, and owners can create and edit topics. Give the topic a Label, then write the Assign topic when customer instructions. Describe the meaning you want to detect, for example: "Expresses an intention to cancel or downgrade their subscription."
These instructions guide the classification of new conversations. Creating or editing a topic does not re-evaluate all existing conversations, so a new topic will not immediately contain the full historical backlog.
Review mentions
Open Topics, filter or search the list, and select a topic. Inspect the customer mentions and open their source conversations before deciding on a next step.
Topics can reflect emails, meeting transcripts, and support or chat conversations available through your connected sources. The results depend on what has synced and been analyzed; a topic count is not a count of every conversation in your external systems.
Use the account context to decide whether a mention needs a task, a product follow-up, or a change to the customer plan.
Open Topics