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Topic Taxonomy

Topic taxonomy allows you to categorize emails in your Grounded Knowledge Index, making it easier to search and filter content by subject matter. This feature is available for email-type indexes.

What is Topic Taxonomy?​

A topic taxonomy is a hierarchical structure of categories that describe the types of emails in your knowledge base. For example:

Email Archive
├── Customer Inquiries
│   ├── Product Questions
│   ├── Billing Issues
│   └── Technical Support
├── Internal Communications
│   ├── Team Updates
│   └── Policy Announcements
└── Vendor Correspondence
    ├── Purchase Orders
    └── Contract Negotiations

When emails are indexed, they are automatically classified into these topics, enabling more precise searches.

Setting Up Topics During Wizard​

When creating an email-type Grounded Knowledge Index, the setup wizard includes a Topic Taxonomy step:

Option 1: Use a Template​

  1. Click Create Topics from Template
  2. Select a template (e.g., "Standard Email Archive")
  3. The template topics are created automatically

Templates provide pre-configured topic structures for common use cases.

Option 2: Skip and Configure Later​

  1. Click Skip for Now
  2. Configure topics later from the index details page

Managing Topics​

Accessing Topic Taxonomy​

  1. Navigate to Build > Knowledge > Corporate Knowledge
  2. Click on your email index
  3. Select the Topic Taxonomy tab

Adding a Topic​

  1. Click Add Topic
  2. Enter the topic details:
    • Name: Short, descriptive name (e.g., "Customer Inquiries")
    • Description: What types of emails belong in this topic
    • Parent Topic (optional): Select a parent for hierarchical organization
  3. Click Save

Editing a Topic​

  1. Find the topic in the list
  2. Click the Edit button (pencil icon)
  3. Modify the name, description, or parent
  4. Click Save

Deleting a Topic​

  1. Find the topic in the list
  2. Click the Delete button (trash icon)
  3. Confirm the deletion

Note: Deleting a topic does not delete the emails classified under it. They will become uncategorized until re-indexed.

How Classification Works​

When an email is indexed into the Grounded Knowledge Index:

  1. The email content is analyzed by the AI
  2. It is automatically assigned to the most relevant topic(s)
  3. The topic assignment is stored with the email in the index

This allows agents to:

  • Search within specific topics for more relevant results
  • Filter answers by topic area
  • Understand the context of retrieved information

Best Practices​

Topic Design​

  • Be Specific: "Billing Disputes" is better than "Money Issues"
  • Use Clear Names: Topics should be self-explanatory
  • Limit Depth: 2-3 levels of hierarchy is usually sufficient
  • Cover the Domain: Ensure all expected email types have a home

Hierarchy Tips​

  • Don't Over-Nest: Deep hierarchies are harder to navigate
  • Use Parallel Structure: Sibling topics should be at the same level of specificity
  • Consider Overlap: Some emails may fit multiple categories — that's okay

After Initial Setup​

  1. Review Classification: Check a sample of emails to see how they were classified
  2. Adjust as Needed: Add, rename, or restructure topics based on actual content
  3. Re-index if Needed: Major taxonomy changes may require re-indexing emails

Template: Standard Email Archive​

The default email archive template includes:

TopicDescription
Customer CommunicationsExternal emails from customers
Vendor & PartnerEmails from vendors, suppliers, partners
Internal TeamInternal team communications
Projects & TasksProject-related discussions
AdministrativeHR, finance, operations
Marketing & SalesMarketing campaigns, sales inquiries
Technical & ITTechnical discussions, IT support

This template provides a starting point that works for most organizations.

Troubleshooting​

Emails Not Getting Classified​

  1. Check that topics are properly configured
  2. Verify the index status is "Active"
  3. Wait for emails to be processed (classification happens during indexing)

Poor Classification Accuracy​

  1. Review topic descriptions — make them more specific
  2. Consider adding more granular sub-topics
  3. Check for overlapping topic definitions
  1. Ensure the index is active
  2. Check that emails have been indexed after topics were created
  3. Verify topic names match what you're searching for