Apply Topics on Every Conversation

To get the most granular data for the most actionable insights, it is best to train Agents to ensure they always apply Topic(s) to their Conversations. You can also set up a Rule to automatically apply the most detailed sub-topic when applicable.

By default, Conversations can be closed without a Topic, but you can make it a requirement through the Conversation Workflow settings page. In the below screenshot,  see how this will appear to Agents when the setting to require Topics is required: