Overview
What are Topics?
This section allows you to predefine topics which your customer service agents can tag at the end of conversations.
Why use Topics?
Adding topics allows you to analyze your data and uncover the most common topics that still require assistance from a human agent, and which could potentially be automated. It also gives you valuable business insight into why your customers need support, and where you can potentially improve processes to limit support tickets in the future.
How to access Topics?
In order to find topics, please go to Inbox > Settings > Topics.