Classify visitors and recommend forms

Define classifications for your organization

Administrators use Classifications to add a top-level label and optional more specific classifications inside it. For example, an organization might use Sales inquiries with children for Product questions and Service requests. These labels are your configuration rather than fixed product-wide customer categories.

Use Classifier guidance to explain when a label should apply. Describe the visitor's intent and relevant evidence. Distinguish overlapping categories in plain language. Enable the categories you want the classifier to use.

Automatic classification and Unclassified

Classification is inferred as the conversation develops. It can change after new visitor messages. A new or ambiguous conversation may remain Unclassified. This is a normal state, not a category visitors must select.

Generated classification is advisory and can be mistaken. Review the underlying messages before making an important operational decision. Selecting a form does not itself change the inferred classification.

Optional visitor priority

You can enable Visitor priority for a top-level classification. The resulting high, medium, or low indication helps your team choose a review order. It is an inferred signal rather than proof of urgency, qualification, or purchase intent.

Configure the guidance to reflect the situations your team actually handles. Avoid using the indicator as a promised response time or an automatic contractual commitment.

Recommend forms without restricting choice

In a form's Recommended for settings, associate it with relevant classifications or Unclassified. A matching association makes the form recommended. It does not make other eligible forms unavailable.

Availability instead depends on the form being Visible and serving a relevant visitor, interface, or explicitly requested form language. The visitor can choose any available form. A recommendation and an access restriction are different concepts.

Route notification recipients

Notifications groups recipients by classification. Configure destinations for the categories your team uses and consider the Unclassified group so an unresolved classification does not leave an inquiry without intended recipients.

Review recommendations and recipient settings when changing your classification structure. See Configure forms and Configure notifications.