Chat Categories
Sort every conversation into a topic, so you can see what people actually ask about
Преглед
Once a day, Asyntai reads the conversations your website had and puts each one into a single topic category. You then see how many people asked about pricing, how many hit a technical problem, and so on, without reading every chat yourself.
Visitors never see any of this. Nothing about the chat itself changes.
Turning it on
- Open Chat Categories from your dashboard.
- Switch on Label conversations daily.
- Leave the category box empty to use our default set, or write your own.
The first labels appear after the next daily run. If you have a lot of past conversations, they are worked through a batch at a time over the following days.
The default categories
If you write nothing of your own, conversations are sorted into these:
- Ценовник
- Product question
- Shipping and delivery
- Returns and refunds
- Technical problem
- Account and billing
- Complaint
- Остало
Writing your own categories
Put one category per line, up to fifteen. Use words your own team would use, and keep them clearly different from each other. Two categories that overlap will be split more or less at random, which makes both counts useless.
Make the last line a catch-all, such as Other. Anything the AI cannot place confidently goes there, so without a catch-all your last category collects the leftovers instead.
Changing the list re-labels recent conversations. A conversation labelled against your old categories means nothing in a chart built from the new ones. So when you save a different list, conversations from the last 90 days lose their label and are sorted again on the next run. Older conversations keep the label they have.
Where the categories show up
- Chat Analytics has a What visitors asked about panel with the count for each category.
- Each conversation in your dashboard list carries its category as a small tag.
- The API returns a category field on each session, so you can pull the numbers into your own reporting.
What an empty category means
A conversation with no category has not been judged yet. That is not the same as belonging to Other.
- It happened before you switched the feature on.
- The daily run has not reached it yet.
- Nothing was actually said in it, so there is no topic to read.
The analytics panel tells you how many conversations carry a label, so you always know how much of your traffic the numbers cover.
Give it a week before you read much into the split. One quiet day is a small sample, and a single unusual campaign can dominate it.
Accuracy
The categories are chosen by an AI model reading the conversation, so expect the occasional odd one. It sorts on what the visitor asked for, not on how the conversation ended, so a chat where our AI happened to mention a price is not filed under Pricing unless the visitor asked about cost.