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Thinkstack Chatbot: Segments Settings Guide

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This guide explains how to use Segments to categorize and analyze your chatbot conversations. Segments help you organize chats effectively, monitor user sentiment, and gain insights into customer interactions.

What Are Segments?#

Segments help categorise and analyse chatbot conversations, providing business owners with high-level insights into customer interactions. They include:

  • Topics: Assign specific labels to chatbot conversations based on their content.
  • Sentiment: Automatically categorize messages based on the detected user sentiment.
  • Tags: Manually add custom labels to conversations for advanced filtering.

Topics#

Topics allow you to categorize conversations based on specific subjects relevant to your business (e.g., "Sales", "Billing", or "Technical Query").

These are pre-built topics that cover common inquiries and are automatically applied: Demo Request, Product Inquiry, Service Inquiry, Talk to Human, Billing, Technical Query, Sales, Pricing, Issue

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You can disable any default topics that aren't relevant to your needs.

Adding a Custom Topic#

This allows users to assign specific topics to chatbot conversations. You can add custom topics to better organize interactions based on your business needs.

  1. Navigate to Settings > Segments > Topics > Click + Add New Topic**.
  2. Enter your topic name (e.g., "Refund Request").
  3. Press Enter or click Save.

Sentiment Analysis#

Sentiment analysis automatically categorizes conversations based on user emotions and attitudes.

We have categorised the sentiments as follows:
🔸 Positive: Messages with happy or approving tones.
🔸 Negative: Messages with frustrated or disappointed tones.
🔸 Neutral: Messages stating facts or neutral statements.
🔸 Unrecognized: Messages where sentiment is ambiguous or mixed

This helps you monitor overall user experiences and identify areas that may require attention.

Using Tags#

This helps you to manually label conversations with custom tags. Tags help filter and track specific inquiries for better organization

Here's how you can add it:

  1. Click Click to add a new Tag.
  2. Give a name to the tag (e.g., "Urgent", "Follow-Up").
  3. Press Enter to save.

After creating the custom tag, go to the chat conversation section. To add the custom tag, select the desired chat, click on the '+ Add Tag' option, choose the tag you created, and then click the 'Add Tag' button to confirm.

That's it! 🚀 You're now ready to organize, analyze, and act on chatbot conversations using Segments. Track what matters most to your business and refine your chatbot strategy effortlessly.