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AI Category Setup Examples

To help you get started, we have outlined several common category configurations. These examples demonstrate how different organisations use Categories to monitor trends, automate support and capture leads.

Example #1: Customer Support (Shipping & Returns)

Goal: Track common logistical inquiries and identify if delivery information is clear.

  • Category Name: Shipping & Logistics

  • Description: "Identify messages regarding delivery times, international shipping costs, order tracking numbers and procedures for returning a product".

  • Automation (Optional): None.
    Note: It's not mandatory to set a follow-up action. A name and description are sufficient to analyse the volume of questions in this category via your dashboard.

Example #2: Sentiment Analysis (Complaint Management)

Goal: Proactively manage frustrated users by offering an alternative support channel.

  • Category Name: Dissatisfaction & Complaints

  • Description: "Analyse the sentiment of incoming messages. Detect keywords and phrases commonly associated with frustration, anger, technical failures or criticism of service".

  • Follow-Up Action: "We’re sorry to hear you’re having trouble. You can submit a priority ticket directly to our team using the button below".
    Button: "Submit Support Ticket" (Link to contact form).

  • Frequency: Set to trigger after 1 detected message for immediate intervention.

Example #3: Lead Generation (Sales & Discounts)

Goal: Convert price-sensitive browsers into newsletter subscribers.

  • Category Name: Pricing & Offers

  • Description: "Detect whenever a customer asks about product costs, active discount codes, seasonal sales, or first-time buyer offers".

  • Follow-Up Action: "Interested in a deal? Sign up for our newsletter to receive an instant 10% discount on your first order".
    Email Input: Enabled (Prompts the user to enter their email address).

  • Frequency: Set to trigger after 2 related questions to ensure the user is genuinely interested.

Example #4: Internal HR (Policy & Benefits)

Goal: Automate internal employee inquiries and gather feedback on policy clarity.

  • Category Name: HR & Benefits

  • Description: "Classify questions regarding annual leave balance, health insurance coverage, remote work policies and pension contributions".

  • Follow-Up Action: Button: "Book a Meeting with HR" (Link to Calendly/Internal system).

  • Frequency: Set to trigger after 2 questions to offer human support for complex queries.