---
title: "Analyze Freeform Topics Attributes"
slug: "analyze-freeform-topics-attributes"
description: "Transmit Freeform Topics usage data to your prefered analytics tool. Visit Gladly Help Docs to learn more."
updated: 2026-05-12T21:23:07Z
published: 2026-05-12T21:23:07Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Analyze Freeform Topics Attributes

| **REQUIRED USER ROLE** API User | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

There are three ways to access Freeform Topics applied to Conversations for analysis and reporting using your preferred analytics tool.

- [Webhooks](/product-docs/docs/analyze-freeform-topics-attributes#webhooks)
- [API](/product-docs/docs/analyze-freeform-topics-attributes#api)
- [AWS EventBridge](/product-docs/docs/analyze-freeform-topics-attributes#aws-eventbridge)

> [!WARNING]
> Freefrom Topics not reportable through OOTB Reports
> 
> Freeform Topics are not reportable through standard, OOTB reports or dashboards. Only through Insight Builder, webhooks, API, and AWS EventBridge.

> [!WARNING]
> User permissions
> 
> While Team Manager roles can create and manage Freeform Topics, they cannot access the Webhooks settings and AWS EventBridge app in Gladly. Webhooks settings access requires, at minimum, the API User role and access to Apps requires Administrator permission.

## Insight Builder

Add Freeform Topics as a dimension via [Insight Builder](/product-docs/docs/what-is-insight-builder) in the Conversation Metrics dataset. Each Conversation displays its Freeform Topics as key-value pairs (e.g., "Lot Code: 12345, SKU: 54321, Order ID: 191919"), allowing you to report on data like lot codes, SKUs, order IDs, and other custom tags your team has applied.

![Conversation metrics interface showing search options and custom fields for data analysis.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/freeform topics dimension insight builder.png)

## Webhooks

Use [Webhooks](https://developer.gladly.com/rest/#tag/Webhooks) to send notifications, such as adding or removing Freeform Topic Events, to the endpoint of your choice.

1. [Create the webhook](https://help.gladly.com/docs/generate-api-tokens-and-create-webhooks/#h-create-new-webhooks) in Gladly.
  - **Tip –** You can [deactivate](https://help.gladly.com/docs/generate-api-tokens-and-create-webhooks/#h-activate-deactivate-a-webhook) or [delete](https://help.gladly.com/docs/generate-api-tokens-and-create-webhooks/#h-delete-a-webhook) webhooks anytime.
2. In the Create Webhooks page, In the **Events** field, select one or both of the following [events](https://developer.gladly.com/rest/#operation/createWebhook\) based on your use case.
  - CONVERSATION/CUSTOM_ATTRIBUTE_ADDED
  - CONVERSATION/CUSTOM_ATTRIBUTE_REMOVED ![Webhook configuration settings including URL, events, and basic authentication fields.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/webhook-events-for-freeform-topics-916x1024.png)
3. Save the webhook setup and set up your external app to use the Freeform Topics. Gladly will broadcast the events to the URL specified in the **Webhook URL** field.
  - **Tip –** Use the [webhooks logs](https://help.gladly.com/docs/reactivate-deactivated-webhooks/) to monitor webhook events or to troubleshoot issues.

## API

> [!NOTE]
> **Custom attributes power Freeform Topics through API**
> 
> Custom attributes power Freeform Topics through API, the Conversations API, the Events API, and events used in Webhooks.

Access Freeform Topics applied to Conversations via the [getConversation API](https://developer.gladly.com/rest/#section/Conversation-Items). The response from the API will include the attributes that have been associated with Conversations.

When beginning to use Freeform Topics for the first time but setting up API calls at a future date, Conversations applied with Freeform Topics would still be included from when they're first used, regardless of when the API call is made.

## AWS EventBridge

Utilize [AWS EventBridge](https://help.gladly.com/docs/set-up-aws-eventbridge-integration) to receive Freeform Topics attributes broadcasted by Gladly.

1. [Set up or edit AWS EventBridge](https://help.gladly.com/docs/set-up-aws-eventbridge-integration) in Gladly.
2. For **Entity Types** the AWS EventBridge setup, select*Conversation*.

As with all AWS EventBridge broadcasts, the schema will be consistent across webhook and Events API.