Contact Reasons
Last updated: February 25, 2026
Contact Reasons let you automatically categorize every incoming conversation by topic, so you can see, at a glance, what your customers are asking about most and how your AI handles each category.
Once you define a Contact Reason, the AI evaluates every conversation against it and tags it automatically. No manual labeling needed.
Setting up a Contact Reason
Go to Settings → Contact Reasons and click New Contact Reason. Each reason has three fields:
Name: a short label (e.g. "Order not delivered").
Description: explain what this reason covers in a sentence or two. The AI uses this to decide whether a conversation matches.
Examples: at least one example of a customer message that should trigger this reason. The more specific, the more accurate the detection.
New Contact Reasons are created as Draft. Once you're happy with the definition, click Publish, the AI will start tagging conversations from that point on.
Use the Test button to validate your definition before publishing. It simulates scenarios and shows you how the AI would evaluate them.
Where Contact Reasons appear
Conversation sidebar: each conversation shows which reasons were detected, along with the AI's explanation for why it matched.
Conversation filters: filter your inbox by Contact Reason to focus on a specific topic.
Analytics: the Contact Reason breakdown chart shows volume and resolution outcomes per reason.