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.

Steps to customise categories

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

1. Go to the AI Setup Tab of the widget

2. Scroll down to the Categories section

3. Create and customise your message categories to suit your needs

❗️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 customer question correctly (ie. whether it's about a certain product, a complaint, a question on delivery policies, etc.).

Benefits of categories

By creating categories, you're able to:

• Organise messages for continuous improvement: Efficiently categorise incoming messages to streamline ongoing enhancements and optimisations.

• Identify information gaps: Recognise missing or unclear website content based on user inquiries, allowing you to address and resolve these gaps promptly.

• Generate detailed reports: Access comprehensive reports that provide weekly quantitative and qualitative comparisons, offering deep insights into user interactions.

• Understand customer queries: Gain a clear understanding of the questions and concerns raised by customers, helping you to better meet their needs.

• Monitor activity and take action: Stay informed about what’s happening in real-time and take informed actions based on analytical insights.

• Automated targeted communication: Automatically classify customers into specific funnels and send relevant emails to boost conversion rates.