How to Use WhatsApp Topics to Organize Conversations in Saysimple

Topics help you organize, categorize, and manage conversations in SaySimple. By assigning one or more Topics to a conversation, your team can quickly filter conversations, identify trends, improve reporting, and collaborate more efficiently.

You can assign multiple Topics to the same conversation and create custom Topics that match your team's workflows.

Add Topics to a Conversation

To assign one or more Topics to a conversation:

Open the conversation.
Click the Topic icon in the top-right corner.
Select one or more existing Topics, or search for a specific Topic.
The selected Topics are applied immediately.

You can add or remove Topics at any time.

Create a New Topic

To create a custom Topic:

Go to Settings → General Settings→ Topics.
Click Add Topic.
Enter a Topic name.
Select a color.
Click Save.

The new Topic is immediately available for all users.

From the same screen, you can also edit or delete existing Topics.

Remove a Topic from a Conversation

To remove a Topic:

Open the conversation.
Click the Topic you want to remove.
Select the X next to the Topic name.

The Topic is removed immediately from the conversation.

Best Practices for Using Topics

A consistent Topic structure helps your team classify conversations, improve reporting, and find information faster.

Consider creating Topics for:

Departments (sales, support, finance)
Priority levels (high priority, follow-up)
Conversation status (waiting for customer, escalated, quotation sent)
Products or services
Marketing campaigns
Projects
Customer issues or request types

Using standardized Topics makes it easier to search, filter, automate workflows, and analyze customer conversations.

Use Colors to Improve Visibility

Assign colors to Topics to make conversations easier to identify at a glance.

For example:

🔴 Urgent or High Priority
🔵 Administrative
🟢 Sales Opportunities
🟣 Technical Support

A consistent color scheme helps agents quickly recognize conversation categories and priorities.

Why Use Topics?

Topics help your team:

Organize customer conversations.
Quickly filter and search conversations.
Improve reporting and analytics.
Identify recurring customer issues and trends.
Support workflow automation.
Collaborate more efficiently across teams.

Using Topics consistently improves both operational efficiency and customer service quality.

Frequently Asked Questions

Can I assign multiple Topics to a conversation?

Yes. A conversation can have multiple Topics, allowing you to classify it from different perspectives, such as department, priority, and product.

Can I edit or delete Topics?

Yes. Go to Settings → Topics to create, edit, or delete Topics.

What's the difference between Topics and conversation status?

Conversation status indicates the current stage of a conversation (for example, Open or Closed), while Topics classify the content or purpose of the conversation, making it easier to search, report, and automate processes.