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Customise message categories

Message categories are helpful to track and analyse the main topics and questions of your customers, in real-time. These can be observed in the advanced dashboard for further analysis, with all the other metrics of your customer chats.

Customise your own message categories and how the AI classifies them (max. 6 categories).

statistics

Steps to customise categories

To define how the AI classifies messages, follow these quick steps:

  1. Go to the Settings Tab

  2. Select Categories from the left sidebar

  3. Click Add new Category and add a category name

  4. Add a description of the category so that the AI can identify and categorise each customer question correctly (ie. whether it's about a certain product, a complaint, a question on delivery policies, etc.)

  5. Choose whether to enable the toggle Question about Category to set follow-up messages. 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.

  6. 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?

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

Categories

❗️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.).


Example Setup for a New Category

Example #1: Questions about shipping

  1. Add New Category:

    • Category Name: "Shipping"
    • Description: "Any references to shipments, which countries we send our products to, costs associated to shipping and even issues pertaining to the return of a product."

  2. Enable Automation:

    • Text Message: N/A 
      Note: It's not necessary for every category to have a question and frequency. A name and description are sufficient to analyse how frequently questions in this category are being asked.

Example #2: Analysing emotions

  1. Add New Category:

    • Category Name: "Complaints"
    • Description: "Analyse the sentiment of incoming messages, detect keywords and phrases commonly associated with dissatisfaction, frustration, complaints, anger or criticism."

  2. Enable Automation:

    • Text Message: Alternatively, you can submit a ticket via our contact form.
    • Show Email Input: N/A
    • Show Button: Submit a ticket

  3. Set Frequency:

    • Configure the settings to show the message after every 3 complaint-related questions detected.

Example #3: Questions about discounts

  1. Add New Category:

    • Category Name: "Discounts"
    • Description: "Whenever a customer asks for discounts and offers."

  2. Enable Automation:

    • Text Message: "Sign up to our newsletter for a 10% discount on your first order".
    • Show Email Input: Prompt for customer's email to subscribe to the newsletter.
    • Show Button: N/A

  3. Set Frequency:

    • Configure the settings to show the message after every 2 discount-related questions detected.