Topics
Group your top questions into semantic topics to see what customers ask about, not just which words they used.
The Top questions list is literal: it counts questions as they were typed, so "how do I return this?" and "what's your refund policy?" are two rows. Topics groups them by meaning instead.
Running it
On the Analytics page, choose Group into topics. Up to 50 of your top questions for the selected range are clustered into named themes with counts.
Owners and admins only, because it makes an AI call.
What it costs
Topic clustering runs a single cheap-model call per run. It draws down credits, it is rate-limited, and it is metered against your workspace like any other AI usage. It is not automatic — it runs when you ask for it.
Reading the result
Ranked themes tell you where to spend your content effort:
- A large theme your knowledge base covers well → make sure the answer is easy
to find, and consider suggested questions that point at it.
- A large theme with many unanswered replies behind it → the most valuable
content you are missing. Start with the knowledge gaps list for that theme.
- A theme that should not be reaching support at all → a product or website
problem the chatbot is absorbing for you.
Where to go next
Last updated