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# 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](/docs/optimization/performance/intent-intelligence).