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Documentation Index

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Categories provide high-level organization for conversation types, appearing in breakdown charts and analytics.

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What are Categories?

Categories are mutually exclusive labels for conversation types. Each conversation is assigned to exactly one category. Example categories:
CategoryDescription
BillingPayment issues, invoices, refunds, subscription questions
Technical SupportBugs, errors, how-to questions, troubleshooting
Account IssuesLogin problems, password resets, profile updates
Feature RequestsProduct suggestions, enhancement requests
General InquiryOther questions that don’t fit above

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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.

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How Auto-Classification Works

The AI assigns categories based on:
  1. Conversation content — What the customer is asking about
  2. Detection hints — Keywords and phrases you’ve provided
  3. Historical patterns — How similar conversations were categorized
  4. Context — The overall topic and resolution

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Designing Good Categories

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Be Mutually Exclusive

Categories should not overlap. A conversation should clearly belong to one category. Good: 
Billing (payments, invoices)
Technical (bugs, errors, how-to)
Account (login, settings)
Overlapping (avoid): 
Payment Issues
Subscription Questions ← Overlaps with Payment Issues

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Be Comprehensive

Cover all conversation types. Include a catch-all for edge cases. 
Billing
Technical Support
Account Issues
Feature Requests
General Inquiry ← Catch-all

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Keep It Simple

5-10 categories is usually ideal. Too many categories:
  • Makes classification less accurate
  • Complicates analysis
  • Harder to maintain

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Using Categories in Analytics

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Breakdown Charts

See what percentage of conversations fall into each category.

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Performance by Category

Compare metrics across categories:
CategoryVolumeResolution RateAvg Handle Time
Billing35%82%4.2 min
Technical40%68%8.5 min
Account15%91%2.1 min

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Drill Down

Click a category to see all conversations in that category:

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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.

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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

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Next Steps

Attributes

Add granular custom fields

Analytics Breakdown

Analyze by category