A Topic represents the subject or purpose of a customer conversation. Topics help you group customer requests with similar intents and define how the AI Agent should respond when a Topic is matched. You can use Topics to provide consistent responses and configure specific actions for important customer scenarios.

You can configure a Topic response in two ways:

• By Workflow: Build a structured response flow using AI Agent actions. This option is suitable for scenarios that follow defined steps or require specific actions.
  
• By Natural Language: Provide instructions in natural language and let the AI Agent determine how to respond based on the conversation context. You can also insert Functions, Actions, and Dynamic Info into the instructions.
  

Setting up a Topic involves the following steps:

1. Create the Topic. 
   Provide a Topic name, select a category, and enter a Matching Description.
   Note: The Matching Description should clearly and accurately describe when the Topic should be matched. For example, for a Topic named About Comm100, the Matching Description could be: This topic provides information about Comm100, including its history, identity, role, and the people associated with the company.
2. Configure the Topic Response. 
   Set up the response using By Workflow or By Natural Language, depending on the scenario.
   Note: The section is labeled Response when the AI Agent is configured with one channel and Responses when it is configured with multiple channels.

To create a Topic, follow these steps:

1. Log in to your Comm100 Control Panel. 
2. From the left navigation menu, go to AI & Automation > AI Agent > Topics. If you have multiple AI Agents, make sure to choose the correct one from the drop-down list.
   
3. On the Topics page, click New Topic.
4. In the New Topic drawer, enter the Topic Name, select a Category, and provide a Matching Description.
   
   
5. Click Create. 
   

The Topic is created. You can click Go to Edit Topic to continue configuring its details and response settings

To configure a Topic response using AI Agent actions, follow these steps:

1. Open the Edit Topic page for the Topic you want to configure, then scroll to the Response or Responses section.
2. If the AI Agent is configured for multiple channels, configure the Default response or select a channel-specific response. The Default response applies to all channels unless a channel-specific response is added.
3. Select By Workflow.
4. Click Add Action, and select an action from the menu. You can use Full Screen in the upper-right corner of the flow-building area for a larger view.
5. Continue adding and connecting actions until the response flow is complete. If needed, you can configure different response flows for different channels.
   
   
6. Click Save.

To configure a Topic response using natural language instructions, follow these steps:

1. Open the Edit Topic page for the Topic you want to configure, then scroll to the Response or Responses section.
2. If the AI Agent is configured for multiple channels, configure the Default response or select a channel-specific response. The Default response applies to all channels unless a channel-specific response is added.
3. Select By Natural Language.
4. Click Add Instruction.
5. In the Instructions text box, enter clear, step-by-step guidance describing how the AI Agent should respond when the Topic is matched. You can also insert Functions, Actions, and Dynamic Info into the instructions as needed.
   
   For more complex scenarios, you can add multiple instructions to separate different requirements or steps. This makes the configuration easier to manage and helps the AI Agent follow the intended behavior more accurately.
   
   
6. Click Save.