Topic and Intent classifications in Data Export
The Conversations endpoint in the Data Export API (v2) now exposes a new classifications field.
The field returns the Topic and Intent classifications for a conversation. Each entry includes a topic_id, topic_name, and a list of intents, where each intent includes intent_id, intent_name, and status. Conversations without classifications return an empty array.
For more details, see the conversation object reference.
Intent Intelligence
Intent Intelligence is now generally available. Conversation Topics now break down into Intents — a more granular classification layer within each Topic — for a more precise view of why end users reach out.
Topics and Intents
Each Topic groups conversations by subject and contains Intents that capture the specific reason behind a conversation. The Analytics > Topics & Intents page shows volume, AR rate, AR opportunity, CSAT, and containment rate for every Topic and Intent in an expandable table.
AI-recommended Intents
When conversations don’t fit the existing taxonomy, recommended Intents and Topics are surfaced for review. Review a suggestion’s volume and trend, then approve it into the taxonomy or dismiss it.
Faster classification
Open conversations are classified about 10 minutes after the end user’s last message and reclassified when new activity arrives, rather than only after a conversation ends. Conversations handed off to a human agent are also classified.
Upgrading from Topics
A draft taxonomy is generated from historical conversation data. Review and edit it on the Topics & Intents page, then upgrade to replace legacy Topics. Upgrading is final; legacy Topic data remains available through the Data Export API. Accounts that have not upgraded are upgraded automatically on July 31, 2026.
Learn more in the Intent Intelligence documentation.