Customise message categories

The Categories tab allows you to customise your own message categories and how the AI classifies each message.

Message categories are helpful to track and analyse the main topics and questions to your AI Assistant, in real-time.

Needless to say only you see the message categories. The user asking the question doesn't know what categories you have created. This is just for internal analytics.

Once your AI Assistant is live, you can observe the categories' performance in the chats section (where it categorises each message according to the category) or in the statistics section of the dashboard for further analysis.

Essentially, categories help you understand your users, identify knowledge gaps on your website, monitor key issues of concern and create targeted marketing funnels.

Steps to Customise Categories

Here is a step-by-step guide to learn how to customise categories for the AI to automatically organise all incoming questions, and answer with follow-up questions wherever you've set that up (max. 6 categories):

1. Go to the Settings Tab

2. Select Categories from the left sidebar

3. Click Add Category and add a category name.

4. Add a description of the category so that the AI can understand what that category means to you, and organise each customer question correctly. The more detail you provide in the description, the easier it will be for the AI to detect messages related to the category.

5. You can add Follow-Up Questions. If a category has a follow-up question, it means that if a user asks a question that falls under that category, once the AI has answered the question it will ask the follow-up question that you have set. Choose whether to enable the toggle to set follow-up questions. There are three options. It can be a simple text prompt, include a field for the email, or even provide a link to an external source with more information on the topic of interest:

   • Text Message: Set an automated text response that will be sent to the customer.
   • Show Email Input: Prompt the customer to enter their email for further assistance.
   • Show Button: Provide interactive buttons for customers to get quick answers or navigate to specific sections.

1. Set the Frequency for the follow-up message. Essentially, how many questions (of that category) should the person ask before the follow-up message appears?

2. Add another category and repeat steps 1-6.

❗️It's important to add a detailed description of the category, because the category identification depends entirely on the quality of the explanation. The more details you include in the description, the easier it will be for the AI to identify and categorise each question correctly (ie. whether it's about a certain product, a complaint, a question on delivery policies, etc.).