Your taxonomy
You define the categories. Each one has a name, a description, and two settings:
New categories start suggest-only at 80% confidence, which is the setting you want while a category
has no examples behind it.
Managing the taxonomy is restricted to owners and admins. An agent can categorize a conversation but
cannot reshape the list everyone else works from.
How classification works
When a conversation starts, its first customer message is compared against the examples your workspace has accumulated for each category. If a clear majority of the closest examples agree, that is the verdict, and no model call happens at all. Only when the examples do not agree does a model get asked, and at most once. This ordering matters for cost. A workspace with a well-taught taxonomy classifies almost everything without a model call.Suggested versus applied
A verdict below your confidence threshold, or in a category that is not set to auto-apply, is still recorded. It renders as a hollow chip with the confidence in a tooltip. Only an applied verdict is acted on downstream by routing or the spam gate. A suggestion is information, not a decision.Teaching it
Four things your team does in the normal course of work become training examples:
A correction writes a positive example for the right category. It does not write a negative example
for the wrong one, and it does not delete the example that caused the mistake. Teaching what
something is generalises. Teaching what it is not mostly adds noise.
Applying a label teaches without stamping. A label is a hint about what a category should be, not a
declaration that this conversation is now categorized.
Each category keeps its most recent 500 examples, so a workspace whose language drifts over a year
is classified on how it talks now.
Deleting a category
A category with examples behind it refuses to delete, because deleting it throws away everything your team taught it. Remove the examples first if you genuinely mean it.The email spam gate
On email only, an appliedspam or irrelevant verdict stops the agent completely. The message is
stored, categorized and visible in your inbox, and no reply is sent. Not a fallback, not an
acknowledgement. Silence.
This is limited to email on purpose. On WhatsApp, voice and web chat a wrong spam verdict means
ignoring a real customer mid-conversation, so those channels categorize without gating.
Where categories show up
- Inbox filters, so you can work one category at a time
- Routing, so a category can assign a conversation or change who gets paged
- Reporting, so you can see what your volume actually consists of
- A
conversation.categorizedevent, available as a webhook and as a trigger source