Categorize conversations with topics

Topics help with categorizing, routing, and prioritizing conversations in the queue. For example, you might add a topic to categorize a conversation, so it routes to a certain queue or is added to a specific report.

Add topics to a conversation

Note: Topics are created by admins. They are helpful for you and your team. They aren't visible to your customers.

Select Add Topics in the conversation header to add topics to the conversation.

Add topics to multiple conversations

To add topics to multiple conversations, do the following:

1. In the New or Pending queue, choose Select.
   
2. Select the conversations you want to add topics to, select the arrow next to Resolve, and then select Add topics.
   
3. Add your topics. When you are done, select X to close the selection widget.

Topics that have been added to a conversation appear in the conversation header and remain associated with that conversation.