I'm curious to learn how some companies using Intercom keep track of conversation topics or common query themes without having to manually tag each conversation.We occasionally need to pull reports for customers to highlight common questions or trends, and I'm looking for ways to make this process more efficient.Would love to hear any best practices or tools you recommend!

Hey @Jihan Javier👋 Jacques here from Intercom Support. I hope all is well today!To echo the above - The Conversation Topicsfeature allows you to automatically categorize conversations based on predefined keywords and phrases. You can define a set of keywords and phrases to include (or exclude), and any matching conversation will be automatically added to a topic. This method is consistent and automated, requiring no manual input from your team.Tosave time, you can use workflows to automatically tag conversations based on specific criteria such as message content, user attributes, or conversation attributes. This helps in maintaining a structured and consistent tagging system.Hope this helps!

You can use Topics.Intercom provides an automated option tocategorizewhat your customerstalk about more often. You can create your own topics as well.If user mention the topic on the conversation is automatically added, but your team can also manually add it.Check this article:https://www.intercom.com/help/en/articles/4612191-conversation-topics-report

How do you keep track of conversation topics without manually tagging conversations?

How do you keep track of conversation topics without manually tagging conversations? | Community

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