Require Topic for Every Conversation

If activated, the Close and Close & Next buttons are grayed out, and Conversations can't be closed until at least one Topic is selected.

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the Agent Experience category, click Conversation Workflow.

4. Find the Conversation section and check the box next to Require every Conversation to have a topic applied before it can be closed.

5. Click Save.

Require a Topic from a Topic parent group

When closing a Conversation, you can require a specific Topic(s) to be applied from specific Topic groups before a Conversation can be closed.

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the Agent Experience category, click Conversation Workflow.

Require Topic groups

Specify Topic groups that must be applied before a Conversation can be closed

1. Click + Add Topic requirement to add a field.

2. From the list, select the Topic group you require Agents to apply before a Conversation can be closed.

   1. Click + Add Topic requirement to add more Topics required to be selected upon closing a Conversation.

Select “Any Topic” to allow the selection of any Topics

Use the “Any Topic” option to allow Agents to select any applicable Topics to close a Conversation.

Require Freeform Topics

Specify Freeform Topics that must be applied before a Conversation can be closed.

1. Click + Add Freeform Topic requirement to make a selection.

2. Select the Topic group you require Agents to apply a Topic from before a Conversation can be closed.

   1. Click + Add Freeform Topic requirement to add more Freeform Topics required to be selected upon closing a Conversation.

Leave Freeform Topics empty of it’s not required

Select “Remove” if you do not require any Freeform Topics to be applied to ensure Conversations can be closed.