How to create a Topic
Go to Analytics configuration.
Open the Topics section.
Click + Create.
Select a categorization type: Use Gen AI, Use Rules, or Human Only.
Enter the Topic name.
Complete the fields required for the selected type.
Click Create.
After it is saved, the Topic immediately becomes available in filters, Dashboards, and selection lists for manual review.
Button for creating a new Topic
Creating a Topic with generative AI
The Use Gen AI type automatically identifies a Topic based on the conversation content and a text description.
Select Use Gen AI.
Enter the Topic name.
Add a precise and detailed description of which conversations belong to the Topic.
Click Create.
Selecting Use Gen AI when creating a Topic
The name and description are provided to the AI when it determines the Topic of a conversation.
A description is required for the Use Gen AI type. Write the name and description carefully because both values are used during classification.
Example of a Topic description
Name: ATM requests.
Description: the customer requests or provides information about ATM locations, ATM issues, and other ATM-related matters.
Creating a rule-based Topic
Use Rules is used when a Topic can be identified using clear conditions.
Rule-based Topics can combine multiple tags into a broader topic and use the logical operators AND, OR, and NOT.
Example: the “Verification completed” Topic can match the rule “the agent started verification AND the customer provided the requested data AND the agent confirmed the customer’s identity.”
Select Use Rules.
Enter the Topic name.
Create conditions using the rule builder.
Add tags, words, phrases, or metadata as needed. In the builder, select the required tags and click Add to add them to the condition.
Combine conditions using AND or OR.
Click Create.
Selecting the Use Rules type
Testing the rules
Test it! function shows how many conversations from the last 30 days match the configured conditions. The maximum result displayed is 1000+. This is a preliminary rule test, not an exact measure of the total number of conversations.
Important information for rule-based Topics
When a rule-based Topic is created or its rules are edited:
automatic assignments of this Topic are cleared;
the system rechecks conversations from the last 30 days;
manually confirmed assignments are retained;
older automatic assignments are not restored unless the conversations are manually rematched.
Creating a Topic for manual assignment
Human Only is used when a user must select the Topic while reviewing a conversation. The system does not assign such Topics automatically.
There are no additional fields for this type.
Select Human Only.
Enter the Topic name.
Click Create.
Selecting the Human Only type
How to edit a Topic
Open the Topics section.
Find the required active Topic.
Click the pencil icon.
Change the name, type, or categorization settings.
Click Update.
What happens when the type is changed?
After switching to Human Only, the system stops automatically assigning the Topic to new conversations.
When switching from Use Rules:
automatic assignments are cleared immediately;
manually confirmed assignments are retained.
When switching from Use Gen AI, previous assignments in conversations are retained. If necessary, they can be removed manually from each conversation.
Topic position and priority
Each active Topic has a numeric position. The numeric position determines the Topic’s priority for a conversation when that conversation matches multiple Topics, and it is used in analytics where one primary Topic must be displayed.
Changing the position by dragging
Sort the table by Position.
Make sure the quick filters are disabled.
Drag the Topic to the required position.
Changing the position manually
Click the Topic’s numeric position.
Enter a value from 1 to the total number of active Topics.
The position cannot be changed in the Archived view.