Use Topics to automatically organize conversations

Front AI analyzes your conversations to understand why your customers reach out and organizes those contact reasons into Topics. When new messages come in, Front AI will label them with a Topic if it contains a known inquiry. Use these Topics to power Front’s rules and analytics to help your team automate workflows and gain insights on important issues.

You must have Front company admin or workspace admin permissions to manage Topics.

Step 1

Click the gear icon, navigate to your workspace settings, then select Front AI from the sidebar.

Step 2

Under Topics and Copilot, use the dropdown in the Make available in inboxes setting to select the shared inboxes where you want to enable Topics.

Step 3

Click Save to finish. It may take 1-2 hours to identify Topics from your conversations. 

After the initial setup, Front will also identify Topics from up to 10,000 conversations from the past 30 days when:

• A new channel is connected to an inbox where Topics are enabled

• A new inbox is added to your Make available in inboxes settings

Step 4

Once Topics are identified, select Topics in your workspace settings to view them. You’ll see them listed by volume of conversations.

Step 5

Select any Topic to view the list of conversations labeled with that Topic.

When a Topic is added to a conversation, you’ll see it in the conversation header.

You’ll also see the action in the conversation’s activity history.

Use the rule trigger Topic is detected to automate team workflows such as:

• Triaging and routing conversations to inboxes or teammates

• Triggering specific message templates

• Triggering actions in other systems using third-party Connectors

Example 1: If the “Service Cancellation Requests” Topic is applied to a conversation in the Support inbox, then use a Connector to cancel the order in a third-party system, and add a comment to the Front conversation.

Example 2: Using a rule set, if a Topic is applied to a conversation in the Support inbox, then assign it to a specific teammate.

In Front Analytics, admins can navigate to the Topics report to review popular issues. 

Use this report to:

• Help your team prioritize projects like building automations or updating knowledge base content

• Power voice-of-the-customer insights to guide how your product, operations, and marketing teams make decisions

Only email channels and portal channels are currently supported. Additional channel support is on the roadmap for future updates.

Topics are only available in English. However, Front can interpret conversations in dozens of languages to generate corresponding Topics in English.

In your Topics settings page, you can rename your Topics and edit the associated emojis as needed.

In a future update, you’ll also have the option to merge Topics to consolidate similar issues. Front will identify conversations for this new, merged Topic based on the combined patterns from the original Topics.

Yes. Once you’ve validated that your Topics are accurate, your team can stop manually tagging your conversations with contact reasons. Topics will automatically be added to your conversations to help your team quickly and accurately categorize issues.

Not at this time, but this will be added soon in a future update.

This feature is available on all the latest plans. Some legacy plans may also have this feature.