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Conversation insights read every conversation and turn it into structured data: what visitors asked about, how each conversation ended, and the exact questions that keep coming up. Classification runs automatically about 30 minutes after a conversation goes quiet. Insights are part of AI conversation insights on Scale and above, and appear on the Analytics page.
HIPAA workspaces handle insights differently: classification is never switched on automatically by your plan (enabling it is an explicit decision for your workspace), and when enabled it files conversations only against topic labels your team defines. See the HIPAA page for the full posture.

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Top topics

What visitors asked about, ranked by frequency. You control the labels:
  • Discover new topics automatically. The AI prefers your labels whenever one fits, and can add topics it discovers on its own. Good when you want to learn what people ask about.
  • Only use my topic list. Every conversation is filed under one of your labels, or “other”. Trends stay stable; nothing new appears. Good for reporting against fixed categories.
Add topics that matter to your business (billing, refunds, onboarding) in the topic list inside the card. Re-analyze conversations re-files the last 90 days under your current list and resets topics, outcomes, and top questions, so use it after you reshape the list.

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Conversation outcomes

The share of classified conversations that were resolved by AI, handed off to a human, or ended with negative sentiment. Watch the resolved number as you improve your knowledge base; watch negative sentiment for early warning.

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Top questions

The exact questions visitors keep asking, grouped by meaning: one canonical phrasing plus real examples, ranked by frequency. Each row has a shortcut to add the answer as a custom response, so the most-asked unanswered question is always one click from being fixed.