Topics tell your agent what it should handle. Each topic has three parts: a name, a classification description, and a scope. Clear topics help your agent stay accurate and consistent.
1. Topic Name
A topic name should quickly explain the task.
Bad: “Support”
Good: “Track Delivery Issue”
Why: The good name shows the exact job.
Bad: “Account Stuff”
Good: “Update Contact Details”
Why: It focuses on a specific action.
Tips
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Use short, action-based names (fix, update, provide).
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Avoid names that sound alike.
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Check for duplicates.
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Keep topic count small—around 10–15.
2. Topic Classification Description
This explains what kinds of messages should trigger the topic.
Bad: “Fix delivery problems.”
Good: “Help customers report late packages, missing items, or delivery tracking errors.”
Why: More precise.
Bad: “Handle billing questions.”
Good: “Assist users with viewing bills, downloading invoices, or checking recent charges.”
Why: Covers real request types.
Tips
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Include common phrases customers use.
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Use simple language.
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Make it clearly different from other topics.
3. Topic Scope
Scope sets boundaries: what the agent can and cannot do.
Bad: “Solve delivery issues.”
Good: “Your job is to explain delivery status and help file delivery complaints. You cannot change addresses or resend items.”
Why: Clear limits.
Bad: “Help with billing.”
Good: “You can explain recent charges and show where to find invoices. You cannot update payment methods or issue refunds.”
Why: Avoids overstepping.
Tips
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Write it like instructions for a new employee.
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Use “Your job is to…” and “You cannot…”
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Keep it direct and unambiguous.
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