Topics

Topics help you understand what your customers are actually talking about. Instead of manually categorizing conversations, botBrains uses AI to automatically cluster similar conversations together, revealing patterns in customer needs, pain points, and requests.

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How TopicAI Works

TopicAI automatically analyzes your conversations and groups them into meaningful categories:

• Topic assignment. About 10 minutes after a conversation goes quiet, the same AI evaluation that sets its resolution status picks the best-fitting topic from your topic list, guided by each topic’s title and description. Conversations handled only by your team are picked up within about 30 minutes. When a conversation continues, its topic is evaluated again. Topics set by hand are never overwritten.
• Topic discovery. Use Find New Topics to scan recent conversations for emerging patterns and add new topic categories.

Each topic has a title, a description, a conversation count, and a trend indicator (new, growing, declining, stable, or inactive).

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Activating Topics

Open the topics page and request TopicAI activation. Once activated, choose how to guide the analysis: Seed topics don’t constrain what the system can detect. They guide how specific or broad the categories should be. The system discovers additional topics automatically over time.

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Using the Topics Dashboard

The topics dashboard helps you answer specific questions about your AI’s performance by topic. Use the date range, channel, and label filters at the top to narrow the analysis.

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Find topics that need attention first

The Resolution treemap gives you an at-a-glance priority map. Rectangle size indicates conversation volume, color indicates resolution rate (green = high, red = low). Start with large red boxes. They represent high-volume topics where the AI struggles most.

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See where conversations go wrong

The Resolution Sankey connects each topic to its resolution outcomes (resolved, escalated, unresolved). Look for wide flows into “escalated” or “unresolved” to find topics that need better knowledge or escalation rules.

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Track how your topic mix changes over time

The Trend Chart combines a donut chart (overall distribution) with a weekly bar chart (volume over time). Toggle between absolute numbers and relative percentages to spot shifts in topic mix or emerging trends.

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Find topics the AI doesn’t handle autonomously

The Involvement Sankey maps topics to AI involvement levels (autonomous, public, private, not involved). Topics with low autonomy are candidates for better knowledge or guidance.

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Browsing all topics

The Topic Table lists every topic with its conversation count, percentage share, and trend badge. Click the arrow icon to view a topic’s conversations. Click the pencil icon to edit a topic’s title or description.

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Managing Topics

Click Create Topic in the topic table to add a new topic with a title and description. Edit any existing topic by clicking the pencil icon. New and edited topics apply to conversations evaluated afterwards; conversations that already have a topic keep it. Use Find New Topics to trigger topic discovery. To start over, click Delete Topics to remove all topic assignments. Use this when your business model has changed significantly or the initial seed topics were a poor fit.

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Next Steps

• Metrics - Analyze CSAT and resolution rates segmented by topic
• Data Providers - Fill knowledge gaps identified through topic analysis
• Labels - Combine manual labels with automatic topics
• Improve Answers - Use topic insights to refine your AI’s responses