Viewing and managing topics for your AI agent for messaging (Legacy)

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<p id="docs-hc-snippet" style="display: none;">On the Topics page for an AI agent, you can view a list of topics, how often they match customer queries, and the answers they are assigned to.</p>
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<div class="note attention" id="intent_suggestions__note_rvp_1j2_f2c">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into legacy
status on February 2, 2025. On December 10, 2026, this functionality will no longer
be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
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If you have a topic model assigned to your account, you can view a list
of the topics associated with your assigned topic model. The list includes up to 250
industry-relevant topics, ordered by how frequently customers ask questions related to
the topic in the AI agent for messaging.</div>
<p class="p">On the Topics page for an AI agent, you can view a list of topics, how often they match
customer queries, and the answers they are assigned to. </p>
<p class="p">This article includes the following sections:</p>
<ul class="ul" id="intent_suggestions__ul_fxf_dv4_qbc">
<li class="li"><a class="xref" href="#topic_t4q_ypw_xbc">About the topics list for your AI
agent</a></li>
<li class="li"><a class="xref" href="#topic_qz5_hrw_xbc">Accessing the list of topics for
your AI agent</a></li>
<li class="li"><a class="xref" href="#topic_nq4_jrw_xbc">Finding topics in your topics
list</a></li>
</ul>
<p class="p">Related article:</p>
<ul class="ul" id="intent_suggestions__ul_qd4_qpw_xbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5537827011994" target="_blank">Reviewing and assigning topics for common
questions without AI agent answers (Legacy)</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_t4q_ypw_xbc">
<h2 class="title topictitle2" id="ariaid-title2">About the topics list for your AI agent</h2>
<div class="body">
<p class="p">If you have a topic model assigned to your account, you can view a list of topics
for each AI agent.</p>
<p class="p"><img class="image" id="topic_t4q_ypw_xbc__image_xls_crw_xbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bot_intents_tab.png" width="600"></p>
<p class="p">The Topics page includes the topics list, which displays data relevant to topic
usage and categorization. The list includes these columns:</p>
<ul class="ul" id="topic_t4q_ypw_xbc__ul_odq_3qw_xbc">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Topic</strong>: The topic text.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Category</strong>: The subcategory of the topic.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Frequency</strong>: The number of matched customer queries in the
set period where the end user asked a question relating to that topic and
the bot responded with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7510607688730#topic_umz_cft_byb" target="_blank">fallback response</a>. This count is
recorded only for topics not assigned to an answer and is intended to
encourage you to link answers or generate a reply for the topic.</p>
</li>
<li class="li" dir="ltr">
<div class="p" dir="ltr">
<strong class="ph b">Answer</strong>: The topic's behavior when matched to a customer
query. You can use the drop-down in this column to set or update the
topic's behavior. Options include:<ul class="ul" id="topic_t4q_ypw_xbc__ul_pdq_3qw_xbc">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Generate a reply</strong> (default setting for AI agents
with generative AI only): The AI agent creates a response to a
customer's matching question.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Don't generate a reply</strong> (AI agents with
generative replies only): The AI agent replies with the standard
AI agent response ("Sorry I couldn't find a good answer to your
question. Here are some topics that might help, though").</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Add an answer</strong> (default setting for AI agents
without generative replies): The AI agent replies with the
standard response ("Sorry I couldn't find a good answer to your
question. Here are some topics that might help, though").</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Listed answer</strong>: The AI agent replies with the
displayed answer.</p>
</li>
</ul>
</div>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_qz5_hrw_xbc">
<h2 class="title topictitle2" id="ariaid-title3">Accessing the list of topics for your AI agent</h2>
<div class="body">
<p class="p">You can view a list of the topics associated with your assigned topic model.</p>
<p class="p"><strong class="ph b">To access the topics list</strong></p>
<ol class="ol" id="topic_qz5_hrw_xbc__ol_smh_zrw_xbc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_qz5_hrw_xbc__d48e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click the AI agent you want to work with.</li>
<li class="li">Click the <strong class="ph b">Topics</strong> tab.</li>
<li class="li">On the Topics page, you can do any of the following:<ul class="ul" id="topic_qz5_hrw_xbc__ul_kmg_gtw_xbc">
<li class="li">Find topics by <a class="xref" href="#topic_dxv_qrw_xbc">searching</a>, <a class="xref" href="#topic_hw2_dt4_qbc">filtering</a>, or <a class="xref" href="#topic_ifd_ysw_xbc">sorting</a>.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6138268212634#topic_qzx_2lp_zyb" target="_blank">Manage generative reply
settings</a> for specific topics and for questions without
matching topics.</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_nq4_jrw_xbc">
<h2 class="title topictitle2" id="ariaid-title4">Finding topics in the topics list</h2>
<div class="body">
<p class="p">You can search the topics list, sort the list according to any column, or filter
based on time or subcategory.</p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_dxv_qrw_xbc">
<h3 class="title topictitle3" id="ariaid-title5">Searching the topics list</h3>
<div class="body">
<p class="p">You can search the topics list to locate a specific topic.</p>
<p class="p"><strong class="ph b">To search the topics list</strong></p>
<ol class="ol" id="topic_dxv_qrw_xbc__ol_nfz_fsw_xbc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6038620020762#topic_qz5_hrw_xbc" target="_blank">Open the Topics page</a> for your AI
agent.</li>
<li class="li">Enter your search term or keywords in the search bar.<p class="p">The list displays
all topics matching your search term. Current filtering and sorting
settings apply to the search results.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_hw2_dt4_qbc">
<h3 class="title topictitle3" id="ariaid-title6">Filtering the topics list</h3>
<div class="body">
<p class="p">You can narrow down the topics displayed in the list by time period, category,
and exclusion options.</p>
<p class="p"><strong class="ph b">To filter the topics list</strong></p>
<ol class="ol" id="topic_hw2_dt4_qbc__ol_zcd_l54_qbc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6038620020762#topic_qz5_hrw_xbc" target="_blank">Open the Topics page</a> for your AI
agent.</li>
<li class="li">Click <strong class="ph b">Filter</strong> at the top of the topics list.</li>
<li class="li">In the Filter options window, fill in the following information:</li>
<li class="li">Select a <strong class="ph b">Time period</strong> during which the topics were matched to a
customer's question.<p class="p">You can select 7, 14, or 30 days.</p>
</li>
<li class="li">Select a subcategory from the <strong class="ph b">Category</strong> list to filter on.<p class="p">You can
select as many subcategories as needed.</p>
</li>
<li class="li">Select an <strong class="ph b">Exclude</strong> rule:<ul class="ul" id="topic_hw2_dt4_qbc__ul_tgx_qfx_xbc">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Answered</strong>: Topics currently assigned to answers.
This is a helpful option if you want to find a list of topics
that are <em class="ph i">not</em> currently assigned to answers.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Generate a reply</strong> (AI agents with generative
replies only): Topics that use generative replies to send a
response to matching customer queries without an assigned
answer.</p>
</li>
<li class="li">
<strong class="ph b">Never asked</strong>: Topics not matched to a customer query in the
set time period.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Apply filters</strong>.<p class="p">The topics list is filtered based on your
settings.</p>
</li>
</ol>
<p class="p">You can clear the filters by clicking any of the criteria at the top of the list
or by clicking <strong class="ph b">Clear filters</strong>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_ifd_ysw_xbc">
<h3 class="title topictitle3" id="ariaid-title7">Sorting the topics list</h3>
<div class="body">
<p class="p">By default, the list of topics is ordered by how frequently customers ask
questions related to the topic. You can sort based on any column.</p>
<p class="p"><strong class="ph b">To sort the topics list</strong></p>
<ol class="ol" id="topic_ifd_ysw_xbc__ol_kcj_bdx_xbc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6038620020762#topic_qz5_hrw_xbc" target="_blank">Open the Topics page</a> for your AI
agent.</li>
<li class="li">Click the <strong class="ph b">Sort</strong> icon (<img class="image" height="12" id="topic_ifd_ysw_xbc__image_akk_j54_qbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort.png" width="8">) at the top of the
column you want to use to order the list.<p class="p">The topics list sorts in
ascending order based on the column you selected.</p>
</li>
</ol>
<p class="p">You can click the column heading a second time to change from ascending to
descending order. Click the column heading a third time to return to the default
sort order.</p>
</div>
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