Having topics suggested

Short answer: on Settings → Topics Sarrai can fill your list in two ways. The Suggest topics button gives you a one off starting list based on your Help Center. Below it, Suggestions for new topics keeps appearing for gaps that only show up in practice. In both cases you decide what gets created.

The starting list: where do I begin?

1. On Settings → Topics, click the Suggest topics button.
2. Click Get proposals. The analysis usually takes one to a few minutes.
3. You get ten to twenty five proposals, each with a name, a description and synonyms. Edit them, untick what you don't want, and add rows freely with Add a row.
4. Click Create topics.

Sarrai reads only the names for this: your collections, your folders and your article titles. The content of your articles stays out of it, and your conversations are not read for it.

Titles come from the published version, in the default language of your Help Center. So drafts don't leak in, and an article without a translation in that language doesn't count. See Writing a new article and Offering an article in multiple languages.

If your Help Center is still thin, Sarrai quietly switches source

If your knowledge base holds too few published articles, Sarrai falls back on the opening questions of recent closed conversations. The screen tells you which source was used, and that matters when you judge the list: topics from conversations follow the wording of your customers, topics from a Help Center follow yours.

Two things worth knowing here. The proposal does not switch classification on: that toggle stays exactly where it was. And proposals waiting for your review don't get overwritten, because the analysis keeps running on the server even if you close the panel. You find the same list back under the same button.

When creating, names you already have are quietly skipped, and the limit of forty active topics still applies. The screen reports afterwards how many were created and how many were skipped.

The ongoing suggestions

Below your list sits the Suggestions for new topics block. Sarrai groups the mentions she found no fitting topic for every week, over the last thirty days. With Search now you start that analysis yourself instead of waiting a week.

A group only appears from a minimum number of similar mentions. You set that number on the same page under Minimum for a suggestion, and it's counted by Sarrai rather than estimated by the model. So the number next to a proposal is a real count.

You have three buttons:

• Approve turns it into a new topic.
• Assign attaches the proposed name as a synonym to an existing topic, so those same conversations get recognised from now on.
• Reject is final. A rejected proposal does not come back.

After approving, nothing changes in your figures yet

The existing mentions stay exactly as they were. If you want the conversations that caused this gap counted after all, use the button in Classifying existing conversations. Sarrai deliberately doesn't start that herself, because it costs time and usage.

Good to know

For the suggestions Sarrai looks only at mentions she couldn't place herself. If a colleague deliberately chose Not classified in Adjusting a conversation's classification, that's a judgement and not a gap. Those conversations never lead to a proposal.

Both analyses cost usage. They don't count as a conversation, but they do show up in your usage report. See The AI agent: billing mode, limits, and usage.

And keep in mind that a created topic works forward. Without the button for your history, the conversations that produced the proposal simply stay without a topic.

Also searched as

"which topics should I set up", "generate topics automatically", "proposals for categories", "why don't I get any suggestions", "get a rejected proposal back"

See also

• Managing topics and switching classification on
• Classifying existing conversations
• How does Sarrai classify conversations by topic and question type?