How Konvo classifies every conversation

Every conversation arrives already sorted: what it is about, what language it is written in, how the customer sounds, and how urgent it is. Your agent fills that in as it reads, which is why an inbox where nobody tags anything by hand can still tell you where to start.

Open any conversation and you will see it on the right, under Contact profile.

The four things it works out

• Language. What the customer is writing in, so replies come back in the same one.
• Sentiment. How the customer sounds, from happy through neutral to aggravated.
• Priority. How urgent this is.
• A category tag, written as family and subtype: Subscription · Change, Order · Cancel, Shipping · Delivery-Issue. A conversation can carry more than one, because a customer asking to cancel and get a refund is asking two things.

Your workspace starts with a set of these categories built for stores, and you can add your own or turn off the ones that do not apply.

These are not a stamp applied at the door

A conversation that opens with "hello" is neutral, because it is. If the next message is furious, that is a different conversation, and the sentiment follows.

So your agent revisits these as the conversation develops rather than filing it once on arrival. Language and priority are set when the customer first writes, sentiment is worked out as the exchange goes on, and both are looked at again when a person gets involved or the conversation ends. Priority can go up along the way and is never quietly lowered.

Which means a value you saw an hour ago is not necessarily the value now, and a sentiment that moved is a signal worth noticing rather than a bug.

The sparkle

A tag your agent applied carries a small sparkle. One without a sparkle was put there by a person.

That single mark answers the question you will actually have when a value looks wrong: did we decide this, or did the AI? Change it by hand and the sparkle goes, because from then on it is yours.

Where to start when a thousand conversations are waiting

This is what the sorting is for, and it is worth being blunt about it.

An unsorted inbox of a thousand conversations gives you one option: open them oldest first and hope the important ones are not at the bottom. Everything is equally unknown, so the only fair thing to do is the least useful thing to do.

A sorted one answers questions before you open anything. Which of these are angry. Which are about the shipping problem you already know about. Which are urgent and unassigned right now. Which are in a language the person on shift cannot answer.

And worth separating those last two, because they get confused: priority is how fast this needs handling, sentiment is how the customer feels. An aggravated customer asking a question you will answer tomorrow is not urgent. A calm customer whose wedding order has not arrived is.

So the practical value is not tidiness. It is that your first hour of the day can go to the twelve conversations that matter instead of the twelve that happen to be oldest.