Trending Topics
Analyze conversation patterns by topic to understand what customers are asking about.
1. Where to find it
Open the Alhena Dashboard.
In the left-hand navigation, click Analytics.
Across the top of the Analytics workspace, choose the "Trending Topics" tab
2. What you see at a glance
The Trending Topics view is split into two panels:
Left panel - Topics list
Topic name
The name of each conversation topic
Conversation count
Badge showing total conversations tagged with this topic
AI-generated icon
Indicates topics that were automatically created by the AI
Create a topic
Button to add a new custom topic
Topics are sorted by conversation volume (highest first).
Right panel - Topic details
Topic name and description
Details about the selected topic
Line chart
Visualization of conversations over time with two metrics
No. of conversations
Total conversations tagged with this topic (blue line)
Human transferred
Conversations that were escalated to human agents (pink line)
3. Global filters
Integration source (default All sources)
Filter by channel (Website, Email, Slack, Discord, etc.) to see topics by integration.
AI Profile filter (default All AI profiles)
View topics across all profiles or focus on a specific one.
Date range (default Last 30 days)
Adjust the time period to analyze topic trends.
4. Managing topics
Create a topic
Click "Create a topic" and enter a name and description.
Edit a topic
Select a topic and click "Edit topic" to update the name or description.
Delete a topic
Select a topic and click "Delete" to remove it (historical data is preserved).
View conversations
Click "View conversations" to drill down into the actual conversations tagged with this topic.
5. Practical use-cases
Identify common customer inquiries
Sort topics by conversation count to see what customers ask about most frequently.
Spot gaps in AI training
Topics with high human transfer rates may indicate areas where the AI needs more training data.
Track seasonal trends
Compare topic volumes across different date ranges to identify seasonal patterns.
Measure impact of product changes
Monitor if specific topics spike after product updates or releases.
Organize conversations
Create custom topics to categorize conversations in ways that match your business needs.
6. FAQs
What are AI-generated topics? Topics automatically created by the AI based on conversation content patterns.
Can I rename an AI-generated topic? Yes, you can edit any topic including AI-generated ones.
What happens when I delete a topic? The topic is removed from the list but historical data is preserved.
Why can't I click "View conversations"? This option requires selecting a specific AI profile (not "All AI profiles").
Trending Topics helps you understand what customers are asking about—enabling you to improve AI training, identify knowledge gaps, and track how conversation patterns change over time.
See also
Agent Performance - Track conversation volume, AI vs. human handled interactions, and credit usage
Revenue Impact - Measure the revenue contribution of your AI agent with cart and GMV analytics
CSAT Collection - Set up customer satisfaction feedback collection after AI interactions
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