What are conversation topics?

A conversation topic is a standard conversation attribute you define, which is then automatically applied to matching conversations based on matching key phrases.

Conversation topics allow you to deeply understand your conversations, and how your team performs when handling different topics.

More powerful than conversation tags, or custom conversation data, topics can be applied retroactively to your existing conversations, and require no manual input from your customers or team.

Conversation topics are automatically suggested by Intercom’s machine learning algorithm.