AI Categories
The AI Intelligence → Categories page lets you define a set of categories the AI should use to classify every contact. Once configured, every chat is automatically tagged based on what the client says, how they engage, and what they want — so your team always knows where to focus.
What Categories Are For
Not every lead is the same. A category gives you a way to bucket contacts into meaningful groups. Common examples:
- Hot lead — clearly interested, asking detailed questions, requesting visits
- Information seeker — gathering early information, no concrete intent yet
- Out of scope — looking for something you don't offer
- Contractor / supplier — not a client at all
- Returning client — has previously purchased or signed
You define the categories that match your business. The AI does the rest.
Creating a Category
Click New category to open the category editor and provide:
- Name — short label that shows in chat lists and filters (e.g., Hot lead)
- Description / criteria — instructions the AI uses to decide when this category applies. Be concrete: "Asks specifically about pricing or financing, mentions a timeline, or requests a visit."
The clearer your description, the more reliable the classification. Treat it like a quick briefing for a junior teammate.
Editing and Deleting
Each category card has Edit and Delete controls. Editing updates how the AI interprets the category going forward — past classifications aren't retroactively changed unless you reclassify the contact manually.
Deletion is admin-only. Members of the team can view categories but can't add, edit, or remove them.
How Classification Works
When a new contact starts chatting, the AI analyzes the conversation against every category you've defined and picks the best match. The category appears on:
- The contact card in Chats
- Funnel and analytics breakdowns
- The contact's profile
Categories are not mutually exclusive with funnel stages or statuses — you can use all three to build a rich picture of each lead. Statuses are defined under Analytics → Statuses; there's no separate page for them in these docs, so Managing Clients is where they're explained.
These categories classify leads — what kind of prospect a contact is. Image categories are an unrelated feature that tags photos, so the bot can send the master bedroom when a client asks about the master bedroom. You tag photos where you upload them, on Management → Images. The two share a word and nothing else.
Tips
- Start with 3–6 categories. Too many and the AI's classifications start to feel arbitrary.
- Use plain language in the description — the AI parses it the same way it parses your prompts.
- Review classifications during your first week. If the AI is consistently miscategorizing, tighten the description.
- Categories work best when they map to a clear next action — "hot lead → call within 24h", "out of scope → polite decline", etc.