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Topic analysis uses AI to sort your AI agent’s conversations into topics and subtopics, such as Orders > Delivery times or Billing > Refunds. It shows you at a glance what customers ask about most, so you can:
  • Find gaps in your knowledge base and improve your AI agent’s answers.
  • Spot trends early, like a sudden rise in questions about a product or an outage.
  • Decide where your team’s time and documentation matter most.

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How it works

About 24 hours after a conversation starts, AI reads it and assigns one or more matching topics. If none of your topics fit, it creates a new one. You don’t need to set anything up. Topics are created automatically from your conversations, and you can add your own at any time.
Topics are available for AI agents on plans that include Advanced analytics. Only conversations that start after the feature is turned on are analyzed.

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Turn topic analysis on or off

Topic analysis is on by default for every AI agent on a plan that supports Advanced analytics.
  1. Open your AI agent.
  2. Go to Settings > Insights.
  3. Use the Detect topics automatically toggle.
When it’s off, new conversations aren’t analyzed. Topics already assigned stay in your analytics.

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Manage topics

Your topics are listed under All topics in Settings > Insights. You can have up to 20 topics, and each one can have up to 10 subtopics.

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Add a topic or subtopic

  • To add a topic, click Add topic, enter a name and click Add.
  • To add a subtopic, open the ⋯ menu next to a topic and select Add subtopic.
Short, clear names like “Shipping” or “Account access” work best.

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Rename a topic

Open the ⋯ menu next to a topic or subtopic and select Rename.

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Disable a topic

Use the toggle next to a topic or subtopic. AI stops assigning a disabled topic to new conversations, but its past data stays in your analytics. You can turn it back on at any time. While a topic is disabled, its subtopics aren’t assigned either.

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Delete a topic

Open the ⋯ menu next to a topic and select Delete topic, or Delete subtopic for a subtopic. The topic is removed from every conversation and from your analytics, along with its subtopics. This can’t be undone.
To stop using a topic but keep its history, disable it instead of deleting it.

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View your results

  • Chat analytics: The Top topics card shows which topics come up most often. A conversation can have several topics, so percentages may not add up to 100%.
  • Conversations: Filter conversations by topic. You can also hover over a topic in Settings > Insights and click the conversation icon to see all its conversations.
  • A single conversation: Its topics appear under Chat Information, where you can change them if needed.