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


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.


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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 this announcement.

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.
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.
This article includes the following sections:

About the topics list for your AI
agent
Accessing the list of topics for
your AI agent
Finding topics in your topics
list

Related article:

Reviewing and assigning topics for common
questions without AI agent answers (Legacy)



About the topics list for your AI agent

If you have a topic model assigned to your account, you can view a list of topics
for each AI agent.

The Topics page includes the topics list, which displays data relevant to topic
usage and categorization. The list includes these columns:


Topic: The topic text.


Category: The subcategory of the topic.


Frequency: 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 fallback response. 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.



Answer: 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:

Generate a reply (default setting for AI agents
with generative AI only): The AI agent creates a response to a
customer's matching question.


Don't generate a reply (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").


Add an answer (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").


Listed answer: The AI agent replies with the
displayed answer.








Accessing the list of topics for your AI agent

You can view a list of the topics associated with your assigned topic model.
To access the topics list

In Admin Center, click
AI in the sidebar, then select AI agents > AI agents.
Click the AI agent you want to work with.
Click the Topics tab.
On the Topics page, you can do any of the following:
Find topics by searching, filtering, or sorting.

Manage generative reply
settings for specific topics and for questions without
matching topics.






Finding topics in the topics list

You can search the topics list, sort the list according to any column, or filter
based on time or subcategory.


Searching the topics list

You can search the topics list to locate a specific topic.
To search the topics list


Open the Topics page for your AI
agent.
Enter your search term or keywords in the search bar. The list displays
all topics matching your search term. Current filtering and sorting
settings apply to the search results.





Filtering the topics list

You can narrow down the topics displayed in the list by time period, category,
and exclusion options.
To filter the topics list


Open the Topics page for your AI
agent.
Click Filter at the top of the topics list.
In the Filter options window, fill in the following information:
Select a Time period during which the topics were matched to a
customer's question. You can select 7, 14, or 30 days.

Select a subcategory from the Category list to filter on. You can
select as many subcategories as needed.

Select an Exclude rule:

Answered: Topics currently assigned to answers.
This is a helpful option if you want to find a list of topics
that are not currently assigned to answers.


Generate a reply (AI agents with generative
replies only): Topics that use generative replies to send a
response to matching customer queries without an assigned
answer.


Never asked: Topics not matched to a customer query in the
set time period.


Click Apply filters. The topics list is filtered based on your
settings.


You can clear the filters by clicking any of the criteria at the top of the list
or by clicking Clear filters.



Sorting the topics list

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.
To sort the topics list


Open the Topics page for your AI
agent.
Click the Sort icon ( ) at the top of the
column you want to use to order the list. The topics list sorts in
ascending order based on the column you selected.


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.



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