Categories & taxonomy
Define the categories, subcategories and AI instructions used to classify every conversation.
Categories
Each category can be scoped to specific interfaces
- Voice, Chat, EmailDamaged in transitLate deliveryWrong itemAddress change
- Voice, EmailRefund statusInvoice queryPayment failure
- Chat, VoiceCheckout failureLogin problemApp crash
- Meetings, VoiceRenewal reviewPlan changeCancellation
Classification instructions
Applied to Order issues
Extracted fields
Captured whenever this category is detected
- Order number
- Required · regex
- Product
- Optional · free text
- Delivery date
- Optional · date
- Resolution promised
- Required · picklist