Topics

A topic groups conversations that mention certain words, such as “Delivery” for messages containing shipping, delivery or tracking.

1. Go to Engage → Settings → Topics (admins).

2. Enter a Name and the Keywords to look for.

3. Pick a Colour.

4. Optional: Add tag to tag matching conversations automatically, and Route to skill to send them to a teammate with that skill. See Routing by skill.

5. Choose a brand, or All brands, and save.

New conversations that match show a coloured topic chip. Use the Topic filter in the inbox to see them, and the topic list shows how many matches each topic has.

Note

Keywords match whole words and ignore capitals. “refund” matches “Refund please” but not “refunded”, so add each form you need.