Taxonomy
Taxonomy defines the stable business categories the classifier is allowed to assign. A category contains:- name;
- display order;
- classifier guidance/description; and
- active/inactive state.
Categories are deactivated, not erased
A category can be deactivated when it should no longer receive new classifications. Historical reports keep the original category label. RAUM does not rewrite old analytics to pretend the category never existed.Display order
Active categories have a configurable display order. This affects presentation, not the factual history of past conversations.Classifier guidance
Use the description to explain what belongs in the category and what does not. For example, if Delivery should cover carrier delays but Order Changes should cover address corrections before shipment, make that boundary explicit.Emerging smart tags
When Smart Tags are enabled, RAUM can surface recurring normalized tags that do not already map to taxonomy categories. The Taxonomy tab shows sufficiently recurring unmatched tags as emerging suggestions. You can promote one to a normal category. Promotion creates an ordinary auditable category. It does not retroactively rewrite existing conversation insights.Topic and sentiment overview
The Topics page also shows the current conversation signal, leading topics, and sentiment distribution for the reporting window. Demo traffic is excluded from the tenant conversation signal.Topics do not delay replies
Classification runs asynchronously. Topic analysis is deliberately separated from the customer-reply path so analytics work does not make a visitor wait for the support answer. Processing & backfill →Visitor data
Control optional browser and approximate GeoIP context separately from AI classification.
Entity mappings
Create deterministic business-entity links from trusted claims or approved source outputs.