What are Categories?
Categories are mutually exclusive labels for conversation types. Each conversation is assigned to exactly one category. Example categories:Creating Categories
1
Navigate to Categories
Go to Tag → Categories in your dashboard.
2
Click Create Category
Click Create Category.
3
Enter Details
- Name: Clear, concise label
- Description: What types of conversations belong here
4
Add Detection Hints (optional)
Help the AI identify this category:
- Keywords that suggest this category
- Example phrases or topics
5
Save
Click Save to create the category.
How Auto-Classification Works
The AI assigns categories based on:- Conversation content — What the customer is asking about
- Detection hints — Keywords and phrases you’ve provided
- Historical patterns — How similar conversations were categorized
- Context — The overall topic and resolution
Designing Good Categories
Be Mutually Exclusive
Categories should not overlap. A conversation should clearly belong to one category. Good:Be Comprehensive
Cover all conversation types. Include a catch-all for edge cases.Keep It Simple
5-10 categories is usually ideal. Too many categories:- Makes classification less accurate
- Complicates analysis
- Harder to maintain
Using Categories in Analytics
Breakdown Charts
See what percentage of conversations fall into each category.Performance by Category
Compare metrics across categories:Drill Down
Click a category to see all conversations in that category:Assigning Categories to Agents
Control which categories an agent can assign:1
Open Agent Configuration
Go to Build → Agents and click on an agent.
2
Go to Classification Tab
Select the Classification tab.
3
Select Categories
Check the categories this agent should assign.
4
Save
Save the agent configuration.
Best Practices
- Start with common categories from your existing support data
- Review periodically — add or merge categories as needed
- Use the catch-all — “General Inquiry” prevents unclassified conversations
- Include descriptions — help the AI classify accurately
- Check analytics — if a category is rarely used, consider removing it
Next Steps
Attributes
Add granular custom fields
Analytics Breakdown
Analyze by category