> ## Documentation Index
> Fetch the complete documentation index at: https://ago.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation Labels

> Create and manage topics, admin tags, and custom statuses used to organize and categorize conversations

<Frame caption="Conversation Labels">
  <img src="https://mintcdn.com/ago/nVwBOovwlRSHxKDS/features/images/conversation-labels.webp?fit=max&auto=format&n=nVwBOovwlRSHxKDS&q=85&s=c4d84f75a28c16fa457e276f747a91e2" alt="Conversation Labels showing Topics, Admin Tags, and Admin Status management" width="1280" height="800" data-path="features/images/conversation-labels.webp" />
</Frame>

The Conversation Labels page is where you create and manage the topics, admin tags, and admin statuses that organize your conversations. Topics defined here are used by the [Topic Analyzer](/features/thread-tagger) for automatic categorization and feed into the [Topics Analytics](/features/topics-analytics) dashboard.

## Accessing Conversation Labels

Navigate to **Settings** in the sidebar, then select **Conversation Labels**.

<Note>
  You need Admin permissions to manage conversation labels.
</Note>

## Topics Tab

Topics are labels that categorize conversations by subject. The Topic Analyzer assigns them automatically, and you can also apply them manually from the conversation sidebar.

### Creating a Topic

1. Click **Add Topic**
2. Fill in the fields:

| Field            | Description                                                                                  | Required |
| ---------------- | -------------------------------------------------------------------------------------------- | -------- |
| **Name**         | Topic label displayed in the UI and analytics                                                | Yes      |
| **Description**  | Explains what this topic covers — the AI uses this when deciding whether to assign the topic | No       |
| **Keywords**     | Words or phrases that trigger keyword-based matching (case-insensitive, whole-word)          | No       |
| **Parent Topic** | Select an existing topic to create a hierarchy                                               | No       |

3. Click **Save**

### Hierarchical Topics

Topics support parent/child relationships. For example:

* **Support** (parent)
  * **Billing Support** (child)
  * **Technical Support** (child)
* **Sales** (parent)
  * **Upsell** (child)
  * **New Lead** (child)

Child topics inherit their parent's context. In the [Topics Analytics](/features/topics-analytics) treemap, you can click a parent topic to drill down into its children.

### Editing and Deleting Topics

* Click a topic row to edit its name, description, keywords, or parent
* Click the delete button to remove a topic

<Note>
  Deleting a topic removes it from future analysis but does not remove the tag from conversations that were already tagged with it.
</Note>

## Admin Tags Tab

Admin tags are internal labels visible only to staff members. They help you categorize conversations for team workflows — for example, "Knowledge Gap", "Bug Report", or "VIP Customer".

### Creating an Admin Tag

1. Click **Add Tag**
2. Enter the tag name and optional description
3. Optionally assign a color for the badge
4. Click **Save**

Admin tags can be applied to conversations from the [Conversation Management](/features/conversation-management) sidebar and used as filters in [Chat History](/features/conversations-list).

## Admin Status Tab

Admin statuses are custom status labels for conversations — for example, "Under Investigation", "Escalated", or "Resolved". They help you track conversation progress through your workflow.

### Creating an Admin Status

1. Click **Add Status**
2. Enter the status name and optional description
3. Optionally assign a color
4. Click **Save**

Admin statuses can be set from the conversation sidebar and used as filters in Chat History and the Feedback page.

## How Topics Connect to Other Features

| Feature                                                      | How It Uses Topics                                                                    |
| ------------------------------------------------------------ | ------------------------------------------------------------------------------------- |
| [Topic Analyzer](/features/thread-tagger)                    | Automatically assigns topics to conversations based on keywords and AI classification |
| [Topics Analytics](/features/topics-analytics)               | Shows topic distribution, trends, CX Score by topic, and escalation rates             |
| [Conversations](/features/conversations-list)                | Filter conversations by topic in Chat History                                         |
| [Conversation Management](/features/conversation-management) | View and manually edit topics in the conversation sidebar                             |

## Best Practices

1. **Start with 10-20 topics** — too many dilutes the analysis; too few misses important patterns

2. **Use descriptive names** — "billing-support" is clearer than "category-3" for both humans and the AI

3. **Add keywords for predictable terms** — if users always mention "invoice" for billing topics, add it as a keyword for fast matching

4. **Use hierarchy for structure** — group related topics under a parent to keep the Topics Analytics treemap readable

5. **Review quarterly** — merge low-volume topics, split high-volume ones that cover too many subjects

## Related Features

* [Topic Analyzer](/features/thread-tagger) - Configure automatic topic assignment
* [Topics Analytics](/features/topics-analytics) - View topic distribution and trends
* [Conversation Management](/features/conversation-management) - Apply topics to individual conversations
* [Conversations](/features/conversations-list) - Filter conversations by topic