Manage Freeform Topics

Create Freeform Topics to capture as part of Conversations through the Topics menu and transmit via webhooks, API, and AWS EventBridge for analysis. Before you start Before you create Freeform Topics, we recommend that you first re...

Update a Freeform Topic’s name, which Agents see in the Topics menu in the Customer Profile. Click on the top left corner of the screen. Click Settings . Under the Orchestration category, click Freeform Topics. This will t...

Freeform Topics used by a Sidekick workflow may stop working if archived Freeform Topics stop working as soon as they’re archived. If you’ve configured Sidekick to apply a Freeform Topic automatically, please deactivate the appropriate Th...