IS2 CI: Creating your own Custom Themes & Topics

Themes and topics are an awesome way to find that perfect moment of the call in a matter of seconds, but with so many keywords to look out for, how do we keep them updated? Introducing our brand new custom themes and topics at the very touch of your fingertips!

🔐 Creating Custom Themes and Topics is available to Admin Only.

From your IS2 Conversational Intelligence, select Settings, then Topics.

Creating a Theme

Create, customize, and edit any theme or topic that you would like, straight into your CI platform in a matter of seconds. Let's begin by creating a Theme itself:

1. Click Add Theme (you can find this in the top right of the Topics page)

2. Enter a Theme Name

   1. Optional: Select a color to associate with this theme and its related topics. You can see how the color selection appears in the example at the end of the article.

3. Click Create

4. Click Save

Adding Topics

Once the themes are created, we can begin to add custom topics! Topics allow you to break down and dive even deeper into each and every transcript. Add as many topics to each theme as you like, truly tailoring this all to your team's wants and needs!

1. Hover over the theme to which you want to add a topic and click Add Topic

2. Enter a Topic Name

3. Click Create

4. Click Save

Adding Triggers

Triggers are the actual vocabulary we're looking to identify and locate in conversations, they can be absolutely anything from company names to industry-specific terminology. The world is your oyster with these triggers, so go wild! You can be even more specific with each trigger too, by selecting who on the call said the trigger and even in which language!

1. Hover over the topic to which you want to add a trigger and click Add Trigger

2. Enter a Trigger Name

3. Click Create

4. Click Save

Below is an example of theme & topic results of a call, with the optional color selection (red) below.

If you run into any issues, please contact support.