💬 Topic Tracking
AI-powered topic detection in customer conversations.
Overview
Topic Tracking uses AI to automatically identify and categorize topics discussed in support tickets and conversations. Track trending topics, identify common issues, and spot emerging concerns.
How It Works
Meza AI analyzes the content of support tickets and conversations to:
- Identify the main topic of each interaction
- Categorize into predefined or custom topic categories
- Track topic frequency and trends over time
- Surface emerging topics that are increasing
Default Topics
| Topic | Description | Example |
|---|---|---|
| Billing | Payment and invoice questions | "Invoice not received" |
| Bug Report | Product issues and errors | "Getting 500 error" |
| Feature Request | New feature suggestions | "Please add export to PDF" |
| How-to | Usage questions | "How do I create a report?" |
| Integration | Third-party integration issues | "Slack not syncing" |
| Account | Account management | "Need to add users" |
Custom Topics
Create custom topics specific to your product:
- Go to Configuration → Topic Tracking
- Click Add Custom Topic
- Enter topic name and keywords
- Set alert threshold (optional)
- Save the topic
Topic Alerts
Set up alerts when topics spike:
- Alert when topic mentions increase by X%
- Alert when topic reaches X mentions per day
- Alert when new topic emerges
✅ Tip
Review topic trends weekly to spot product issues before they escalate.