Listening to your users is key, but to do it at scale — easier said than done.
Now rolling out to users on the Professional and Business plans, Topics are here to help you do just that.
What are Topics
Our Topics feature lets you define and track conversation subjects you want to monitor. Our AI handles the rest by analyzing your chats and automatically categorizing relevant conversations. It’s a simple way to stay informed about what your users are saying, without getting lost in the details.
Here’s how it benefits you:
Know the key subjects : Stay on top of the main things your users talk about, like shipping inquiries or challenges they face.
Measure the effect of changes : Updated your product, policies, or interface? See how those shifts show up in your customer chats.
Keep an eye on trends : Notice patterns over time, like more shipping questions around the holidays.
How to use Topics
To set them up, go to the “Insights” page from the left sidebar and then click “Manage Topics” tab.
Now, add Topics you want to track and their descriptions to add more details:
From now on, AI will automatically assign a Topic to matching conversations:
Give it a try and see what you uncover. Imagine knowing at a glance that your latest international shipping policy update slashed the number of confused customers by 30%, or that a quiet spike in “pricing” mentions needs your attention.
That’s the kind of edge Topics delivers — not just data, but the kind you can act on.
Ready to start?
Topics are now available for users on the Professional and Business plans! Turn them on today and let us know how they’re working for you. Have feedback or ideas?
Share them directly with Patryk, our Product Lead, at [email protected].
We’re all ears and excited to hear how Topics are making a difference!