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Topics group your Live conversations by what the customer asked about, such as billing questions or order updates. Tars finds the topics for each agent and sorts every analyzed conversation into one of them.

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Before you start

Before you start, sign in to the dashboard and select the organization you want to work in.
  • Topic analysis is available on paid plans. On a free plan without an existing report, the card reads Discover what your customers need with an Upgrade plan button.
  • Topics read Live conversations only. With Test selected, the card reads Topic analysis is available only for Live conversations.
  • To open Manage topics, you need the Admin role.

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How topics are found

Topics analysis starts on its own when an agent has at least 20 eligible engaged conversations from the last 90 days. The first run discovers topics from those conversations, then classifies each conversation into a topic. After that, new conversations are classified once a day, and analysis runs weekly. While analysis runs, a chip on the card reads Discovering, Classifying, or Queued.

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Read the Topics card

The card lists each topic with these columns: For example, a share that grows from 10% to 15% shows a Change of +50%. Comparison requires classified conversations in both periods and at least half of the previous period’s eligible conversations to be classified. Otherwise, Change shows a dash. When comparison is available, New marks a topic with conversations in the current period but none in the previous period. A topic with no conversations in either period shows a dash. Select a row to open the conversations for that topic in the drawer. Select the information icon in the card header to open Report details. It states how many eligible conversations are classified. With few classified conversations, the card warns that topics may change as more conversations are classified.

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Manage topics

1

Select Manage topics on the Topics card

The Manage topics panel opens with one topic list per agent. Each list shows how many active topics it uses.
2

To discover topics now, select Discover topics

Choose the agent. Discovery reads its conversations from the last 90 days. With few eligible conversations, Tars asks you to confirm, because topics from few conversations can be less accurate.
3

Select an action beside the topic

Each row has Edit, Merge into…, Split…, and Archive buttons. Archived topics appear under Archived, where you can restore them.
4

For Edit, Merge into…, or Split…, complete the form

Enter the changes or choose the destination topic, then select Continue. Archive and Restore go directly to confirmation.
5

Read the summary, then select Confirm

The summary states what the change does to your conversations. The table below lists each case.
To create a topic by hand, select Add topic. Choose the deployment, then enter a Name and Description. Select Save to add the topic. It carries a Manual badge. Card counts update when the new reporting data is ready. While discovery or classification runs, you can still change topic names. Other changes wait until the work finishes. When a list reaches its topic limit, archive or merge a topic before you add another. If you move to a free plan, weekly analysis pauses. Existing reports remain visible, and Manage topics is disabled. When an update date is available, the card shows Not updated since… with that date.

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Verify

Open the Topics card on Live with a range of 28d. Each topic shows a count and a share, and selecting a row lists that topic’s conversations.