A Topic refers to the subject of a conversation or an interaction. Topics allow you to organize customer queries with similar purposes and define a unified answer pattern for the AI Agent. Using Topics, you can customize the AI Agent’s response to the most important questions to ensure accuracy and consistency.

To customize the answer for a Topic, you can use AI Agent actions to build an answer flow or provide instructions in natural language.

For workflow-based answers, Comm100 provides different types of actions for Live Chat and Ticketing & Messaging channels. In the Answers section, you can use these actions to send content, collect information, and perform advanced operations.

Customizing the AI Agent’s answer by natural language allows you to give instructions in plain text. You can also incorporate Functions, Actions, and Dynamic Info within the instructions to build a more dynamic and context-aware workflow. 

To set up a topic, you need to:

1. Create the Topic. 
   Provide the Topic name, select a category and enter a description to create the Topic.
   Note: The Description should use clear, concise, and accurate language to define what the Topic covers. It should clearly explain the scope so the AI Agent understands when the Topic should be applied. For example, for the Topic “About Comm100,” the 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 Answer. 
   You can set up the Topic answer by using AI Agent actions or by providing instructions in natural language.
   • By Workflow: Build a structured, step-by-step flow or provide direct answers. This option is recommended for simple and predictable scenarios.
   • By Natural Language: Create a dynamic workflow by giving instructions in natural language. The AI Agent determines the next steps based on the conversation context. This is more flexible but may require additional testing and refinement.

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 description for the Topic.
   
   
5. Click Create. 
   

The Topic is created successfully. You can click Go to Edit Topic to proceed to edit topic description and answers.

To set up a Topic answer using AI Agent actions, follow these steps:

1. Open the Edit Topic page for the Topic you want to configure, then scroll to the Answers section.
2. Under the By Workflow tab, click Add Action, then choose an action from the menu. You can use the Full Screen option on the top-right of the flow building area.
3. Continue adding actions until you complete building the answer flow. You can drag the action card to add the next action.
   
   
4. Click Save after you finish configuring the workflow.

To set up a Topic answer using natural language instructions, follow these steps:

1. Open the Edit Topic page for the Topic you want to configure, then scroll to the Answers section.
2. Click the By Natural Language tab.
3. Click Add Instruction.
4. 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 add multiple instructions, which is recommended for complex queries or scenarios with multiple requirements. Splitting the logic into separate instructions makes it easier to manage and helps the AI Agent follow the intended behavior more accurately.
   
5. Click Save.