Topics

Reports → Topics shows what your customers write about: Delivery times, Returns, Sizes … Are AI labels closed conversations every hour, so you see what is growing before it becomes a problem.

Read the page

1. Choose the period: the last 7, 30 or 90 days.
2. Each topic shows how many Conversations it had, and the change vs. before (the previous period of the same length). New topics are marked New.
3. Open a topic to read examples of what customers wrote.
4. Click Summarize the trends for a short summary of what changed.

Use it

• A topic grows? Write a help center article or a short answer — Are AI and your customers find the answer themselves.
• Many questions about one product? Tell the product team.
• Long waiting times in one topic? Create a workflow that routes it to the right team.

Topics need Are AI to be switched on (Are AI → Settings) and are included in some packages.