Classification

Classifications let the AI agent categorise a conversation, for example as a Printer issue or a Callflow issue. The AI uses the description of each classification to decide which one fits the conversation. Classifications can be nested, so a main classification can have more specific sub-options.

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Classification overview

• Shows all classifications in a tree, with two columns:
  • Classification: the name. A parent shows a badge with the number of sub-options (for example 2 sub options).
  • When the agent should pick it: the description the AI uses to choose this classification.
• Each row has three actions:
  • Edit (pencil): change the classification.
  • Add (+): add a sub-option below this classification.
  • Delete (bin): remove the classification.
• At the top of the page:
  • Search classifications: filter the list by name.
  • Collapse all: collapse the tree to its top level.
  • Add Classification: create a new top-level classification.
• Example: Support Classification has the sub-options Printer issue and Callflow issue. The AI picks the sub-option that matches the conversation.

Add classification

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Writing a good description: describe the situation in which the classification applies, and what makes it different from the other options. For example: This classification shall be assigned whenever the conversation is about issues with the printer. A vague description makes it harder for the AI to choose correctly.

Queue-specific classification

• Off (default): the classification is available on all queues.
• On: the classification is only offered on the queues you select. A Queues dropdown appears where you pick one or more queues.
• Use this when a classification only makes sense for one team, for example a printer classification that is only relevant for the support queue.