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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.
Web Chat reset no longer sets meta fields by default
The Web Chat SDK’s reset action no longer applies metaFields or sensitiveMetaFields by default. Because reset can be called from the browser console by anyone viewing the page, this previously allowed an end user to set meta field values on their own conversation.
What changed
reset continues to apply greeting and language and to clear chat history. Any metaFields or sensitiveMetaFields passed to reset are now ignored unless the new allowMetaFieldsInReset setting is set to true.
Who it affects
Integrations that rely on passing meta fields through reset must add allowMetaFieldsInReset: true to their Web Chat settings to keep that behavior. Most integrations set meta fields through the metaFields setting or setMetaFields and are not affected.
Why it matters
Meta fields are sometimes used to drive entitlements such as discounts, vouchers, or account benefits. Ignoring them on reset by default prevents end users from altering those values from the browser. Enable allowMetaFieldsInReset only when meta fields are not security-sensitive; otherwise, set them from a trusted server-side context.