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Aide keeps your topic list up to date without anyone curating it. When customers keep writing about something none of your topics covers, Aide turns its suggested topic into a real topic overnight. Topics added this way show an Added automatically badge on the Topics page, in the list and on the topic. For topics in general, see Topics and how Aide tags conversations.

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When a suggestion becomes a topic

A message none of your topics fits gets a dashed Suggested chip with a topic Aide proposes. Messages that ask the same thing share one suggestion. Each night, Aide reviews the suggestions that came up in at least 5 customer messages from at least 3 different conversations in the last 14 days. For each one it decides:
  • A new topic: the suggestion is a distinct reason customers write. It becomes a topic, and the messages it was suggested for are tagged with it and kept as examples.
  • Part of an existing topic: the suggestion means the same as a topic you already have, such as “Late delivery to Canada” next to “Shipping delays”. Its messages are added to that topic instead. Two suggestions that overlap become one topic.
  • Left as a suggestion: it is too vague to act on, such as “General question”, or about one customer’s own case. You can still add or dismiss it yourself from the chip.

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Limits

  • Once a workspace has 40 topics, Aide stops creating new ones and only adds suggestions to the topics you already have.
  • A suggestion you dismissed is not proposed or added again.
  • The nightly review doesn’t use your workspace’s AI budget.

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What a new topic does

A topic made from a suggestion, whether Aide or a teammate adds it, starts at the AI level your workspace uses for messages with no topic. Adding the topic doesn’t change how Aide handles those messages. Change its level like any other topic’s (see Control what Aide is allowed to do for each topic). Suggested topics don’t trigger procedures or routing. Once a suggestion is a topic, it works like any other.

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Remove a topic Aide added

You can delete an added topic like any other. Deleting a topic that came from a suggestion also dismisses the suggestion, so Aide doesn’t suggest it again.