Adjusting a conversation's classification

Short answer: open a conversation's side panel, find the Classification block and click Adjust classification. Pick the topic and the question type per mention, then click Save. Be aware: once you save, your classification stays and Sarrai stops classifying this conversation automatically.

Step by step

1. Open the conversation in the Inbox and expand the side panel on the right.
2. Find the Classification block and click Adjust classification.
3. Per mention, pick a question type (Question, Problem, Bug, Request, Complaint or Other) and a topic.
4. If a mention is wrong, click Remove mention. If Sarrai missed something, click Add mention. A conversation can have three at most.
5. Click Save.

Admins and operators are allowed to do this, and it's part of the paid plans. Without that feature your inbox works as usual and the block simply isn't there.

Not classified is offered as a full choice. That's a valid judgement and it means: this conversation really doesn't belong to any topic.

Every adjustment freezes the conversation

This is the consequence worth knowing before you click Save. From that moment your classification stays and Sarrai will never classify this conversation automatically again. Not when you add topics later, and not when you reclassify your history.

That applies to the whole conversation, even when you only touched one of the three mentions.

If you do want a fresh automatic round, remove all of your own mentions and save. Then the conversation qualifies again on its own.

What a correction does not do

It applies only to that one conversation. Sarrai learns nothing from it for the next one. Correct the same mistake ten times and it happens an eleventh. If you want to steer things structurally, adjust the topic's description or synonyms under Managing topics.

It also changes nothing about the conversation itself. The customer sees nothing, the status stays as it was, and no message goes out.

And it produces no suggestion. If you deliberately pick Not classified, that counts as a judgement and not as a gap in your list. Those conversations never lead to a newly proposed topic. See Having topics suggested.

Good to know

The side panel remembers whether it was open. Collapse it and it stays collapsed on the next conversation, so you won't see the classification anymore. Operators who never expand the panel never correct anything in practice.

If the conversation you have open carries a mention without a topic, the side panel button shows a marker. That's the only signal that there's something to correct.

Your correction counts in the report as normal, and when you drill into a cell it's noted that an operator corrected it. See Topics and question types.

If two colleagues are in the same conversation at once, they don't see each other's correction right away. The panel doesn't refresh on its own, so whoever doesn't reload the conversation works from an old list.

Also searched as

"Sarrai classified my conversation wrong", "change the topic of a chat", "where do I see a conversation's topic", "how do I correct a category", "add a second topic to a conversation"

See also

• How does Sarrai classify conversations by topic and question type?
• Managing topics and switching classification on
• Topics and question types: what your customers write about