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!
Best answer by Jacques Reynolds
Hey
To echo the above - The Conversation Topics feature 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.
To save 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 to categorize what your customers talk 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
+2We ran into the same challenge, manual tagging just doesn’t scale when you’re trying to spot trends or pull insights across a large volume of conversations.
We built an integration that automatically analyzes every conversation in Intercom and applies structured tags for topics, subtopics, or specific query types. It makes it much easier to report on trends without needing the team to tag things manually. It’s available on the Intercom App Store as Dimension Labs.
+7Hey
To echo the above - The Conversation Topics feature 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.
To save 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!
I usually just rely on memory and context within the thread. If it's a long or active discussion, I might quickly skim earlier messages to refresh myself. It’s not always perfect, but it works most of the time without needing to manually tag anything.
+2
You can find our app on the Intercom App store, to get your integration started. Please note, you’ll need to reach out to our team for help prior to connecting the integration. https://www.intercom.com/app-store/?app_package_code=dashbot
We faced a similar challenge and started using Intercom's tagging automation with keyword rules to help categorize conversations. It's not perfect, but it cuts down a lot on manual work. Also, combining it with tools like Notion or Google Sheets (via Zapier) helps track trends over time. If you're on a higher plan, Intercom's custom reports and conversation data exports can also give deeper insights.
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Your Privacy Choices