Topics, sentiment and language
How Dazza labels each conversation with its topics, how the customer felt and their language, and where you’ll see them.
Dazza labels every conversation, so you can see what customers ask about and how they feel.
What Dazza labels
A minute after a conversation goes quiet, Dazza adds:
- Topics: one to three, from your workspace’s list, such as “delivery” or “returns”. When nothing fits, it adds at most one new topic.
- How the customer felt: happy, neutral or unhappy.
- Language: the language the customer wrote in.
If the customer writes again, the conversation is labelled again.
In the same step, Dazza judges whether the customer’s need was met and scores its own answers from 1 to 5. See Answer quality and resolution.
In the inbox
- Each conversation shows its topics, and an Unhappy badge when the customer was unhappy.
- Filter by topic under the search box.
- In the side panel, add or remove topics, or press Relabel to have Dazza label it again.
Translate in the copilot uses the language Dazza detected. When it isn’t your team’s, each customer message gets a Translate link so you can read it in your language.
In Insights
Topics shows, for each topic, its conversations, the share handled by Dazza and the share where the customer was unhappy. Each topic links to the inbox, filtered by that topic. Insights also has How customers felt. See Read your insights.
Opening Insights labels any recent conversations that aren’t labelled yet.