Topics
Topics help you categorize customer inquiries and display relevant forms based on the topic selected by the customer. By defining topics, you can route conversations more effectively, collect the right information upfront, and ensure that customers are connected with the most appropriate resources.
Topics Overview
The main view displays all topics configured in your workspace. At the top of the page, you can:
- Create New Topic — Click this button to add a new topic
- Search — Use the search bar to find a specific topic by name
The table displays the following columns:
| Column | Description |
|---|---|
| Name | The display name of the topic shown to customers |
| Actions | Options to edit or delete the topic |
How Topics Work
When a customer initiates a conversation or while the conversation is ongoing, they may be presented with a list of available topics to choose from. Relevant forms are displayed—the customer sees a form specific to the selected topic, allowing you to collect the right information upfront (e.g., order number for billing inquiries, device model for technical support).
Managing Topics
Creating a New Topic
To create a new topic:
- Click the Create New Topic button at the top right of the page.
- Enter a Name for the topic (e.g., "Billing Inquiry", "Technical Support", "Product Returns", "General Question").
- Configure any associated forms or fields that should be displayed when a customer selects this topic.
- Click Save to create the topic.
Editing a Topic
Click the Edit action on any topic to update its name or associated forms.
Deleting a Topic
Click the Delete action to remove a topic. Existing conversations that already have this topic assigned will retain the topic label, but new conversations will no longer be able to select it.
Create topics that align with the most common categories of customer inquiries. Well-defined topics help customers self-select the right category, which speeds up routing and ensures they receive the most relevant assistance.
