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September 9, 2026
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Assign a Conversation Topic to Employee Communications interactions (e.g., "Employee Communications") to exclude them from Analytics gap reporting

Related products:Analytics
  • September 9, 2026
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Employee Communications campaign interactions (e.g., button clicks like "Good to know!") currently do not have a Conversation Topic assigned, which causes them to log with a <nil> value in the Conversation Topic field.

In Analytics, this is inflating the <nil> Topic bucket in gap/intent-failure reporting — these interactions are being counted as unresolved or ambiguous intents (or in some cases appearing to overlap with feedback-related records), when in reality they are simply acknowledgment button clicks tied to Employee Comms campaigns. This isn't limited to "Good to know!" — any Employee Comms campaign button (e.g., "Reclaim my license" for a license-reclaim campaign) would log the same way, since none of these interactions currently receive a Conversation Topic.

Request: Assign a dedicated Conversation Topic value (e.g., "Employee Communications") to all Employee Comms campaign interactions, regardless of the specific button/CTA text used. This would let customers reliably filter/exclude these interactions from gap analysis and other Analytics reporting, rather than having them fall into <nil> and skew intent-failure metrics.