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Use Topics → Processing to control when classification runs and what the classifier is allowed to produce.

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Enable Topics

Topics can be enabled or disabled at the organization policy level. When disabled, the Chatbot reply path still works; the asynchronous classification/analytics layer is what stops.

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Processing mode

Choose:
  • Live after each complete Assistant turn, plus a final pass; or
  • Only when the conversation closes.
Live mode gives fresher topic/sentiment data during an active conversation. On-close mode reduces intermediate classification work.

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Eligible categories

Select which active Taxonomy categories the classifier may use. The classifier is constrained to that selected set. Create/activate the taxonomy category first, then include it in Processing.

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Smart tags

Enable Smart Tags to generate up to five normalized, PII-filtered suggestions per processed conversation state. You can provide optional guidance describing what makes a useful durable tag for your business. Smart tags are exploratory labels. Promote recurring ones into Taxonomy categories when you want stable reporting.

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Insight budget

Topics has organization-level daily limits for asynchronous classification:
  • classifier token budget; and
  • classifier cost budget.
These limits are separate from customer-reply generation limits. This prevents background analytics from silently consuming an unbounded model budget just because visitors had an unusually philosophical week.

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UTM allowlist

Visitor campaign context is allowlisted, not open-ended. Configure exact allowed values for:
  • UTM source;
  • UTM medium; and
  • UTM campaign.
An empty allowlist means collect none for that dimension.

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Widget-specific policy

A widget can inherit the complete organization Topics policy or use a complete independent override. The override is not a partial merge. When enabled, RAUM copies a complete policy for the widget so later organization-level changes cannot silently alter the already-published widget’s topic/telemetry behavior. A widget override can independently define Topics enabled state, processing mode, categories, Smart Tags, visitor fields, disclosures, entity mappings, and UTM allowlist.

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Backfill historical conversations

Use Topics → Backfill to queue classification for retained historical conversations. The current admin flow queues up to 500 targets per backfill request. Choose the policy to freeze:
  • Current organization policy; or
  • a specific published widget version.
The selected complete policy and its provenance are frozen for that backfill. Later settings edits do not retroactively change what policy the historical job was supposed to use.

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Monitor backfill progress

Backfill records track target counts and outcomes such as completed, failed, and cancelled work. A backfill operates only on data that is still retained. Deleted conversation content does not reappear because analytics asked nicely.

Taxonomy

Create the stable categories classification can use.

Analytics

Review the resulting topic, sentiment, smart-tag, and visitor dimensions.