Send Topics
The Send Topics tool allows your bot to automatically deliver relevant Topics (forms) to users during a conversation. The bot evaluates the conversation against the conditions you define and sends the matching topic form directly into the chat.
This is useful for collecting the right information at the right moment, for example, sending a "Technical Support" form as soon as the bot detects the customer is reporting a bug.
You can navigate to Bots → Select your bot → Tools → Preset → Send Topics
Configuration
Define Conditions & Topics
Use this section to define the rules that categorize conversations and determine which topic form should be sent.
Each row in the table pairs one condition with one topic, and consists of the following fields:
-
Condition — describe when this topic should be sent to the user. Be specific about the intent or scenario, rather than relying on exact phrases only.
Example:
Trigger when the customer describes an issue with their order not arriving -
Topic — select which topic (form) should be sent when the condition above is matched. Use the dropdown to choose from your existing topics.
Use "+ Add Condition" to add another condition/topic pair. You can configure up to 20 conditions per bot.
Use the "Search conditions..." field above the table to quickly find an existing condition.
If the topic you need doesn't exist yet, click Create Topic to open the topic creation form, this is the same form used in Settings → Topics, so any topics you create here is also available across your workspace.
Each row also has its own actions:
- A green + icon marks a row as an unsaved record
- Click the trash icon to delete a condition/topic pair
Click Save & Activate once you've finished defining your conditions and topics to enable the tool.
Best Practices
- Write conditions that describe customer intent clearly, so the bot can reliably match real conversations to the right topic
- Keep each condition focused on a single scenario rather than combining multiple unrelated triggers
- Review your conditions periodically to avoid overlaps where multiple conditions could match the same conversation
