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Configure conversation attributes

Recognise useful signals such as issue type, sentiment and urgency for support and reporting.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itAI agents → agent → Conversation Attributes

Before you begin

Open AI agents and select the agent you want to edit. Check its name and workspace before saving: other agents have their own settings.

Example workspace · Demo data. Define only the signals your support process uses. Select the image to enlarge it.
Conversation Attributes configuration controls

Example workspace · Demo data. Define only the signals your support process uses. Select the image to enlarge it.

Step by step

  1. 1

    Choose a small useful set

    Start with the attributes your team actually uses. Issue type, sentiment and urgency are useful starting points.

  2. 2

    Define each attribute clearly

    Use the offered data type and options. Explain the meaning and avoid overlapping category labels.

  3. 3

    Save and test new messages

    Use representative conversations and inspect the resulting signals/reports. A short or ambiguous message should not be treated as certain evidence.

  4. 4

    Use the signals carefully

    Combine inferred signals with deterministic conditions and staff review when routing important requests. Revisit definitions when a category matches too broadly.

Good to know

Inferred urgency or sentiment is not a medical, legal or identity determination. Do not collect unnecessary sensitive attributes.

Check the result

Save, start a fresh test conversation and compare the answer with your approved business facts. Settings do not rewrite messages already sent.

Questions & troubleshooting

An attribute is frequently wrong

Narrow its definition, separate overlapping options and test ambiguous examples.

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