Topics
Create groups and topics for Feedback Intelligence to use when analyzing written responses
Topics is where you manage the taxonomy used by Feedback Intelligence. You create groups and topics, while AI detects the specific aspects people mention in their written responses.
Where to find it
- Open your project in the encatch dashboard.
- Go to Settings.
- Under Global Settings, select Topics.
You can also select Manage topics from the Feedback Intelligence page.
Don't see Topics? Ask your organization admin. You may need global settings access, or Feedback Intelligence may not be enabled for your environment.
How the taxonomy works
| Level | Who sets it up | What it's for |
|---|---|---|
| Group | You | An analytical boundary that keeps the topics for one feedback use case separate from unrelated forms. |
| Topic | You or AI | Focused themes inside a group, such as Checkout or Onboarding. |
| Aspect | AI | Specific things people mention, such as "slow loading" or "confusing layout." |
You manage groups and topics on this page. Aspects are detected automatically when Feedback Intelligence analyzes responses.
Why groups matter
A single project can contain forms with very different purposes and audiences. For example:
- A Customer Success form may collect feedback about onboarding, support quality, adoption, and renewals.
- A Product Management form may collect feedback about features, usability, performance, and product gaps.
If every form uses one broad pool of topics, similar words in unrelated responses can be categorized together. This makes the taxonomy noisy and can cause intelligence from one use case to spill into another.
Groups prevent that overlap. Create a group for each distinct feedback domain—such as Customer Success and Product Management—and keep that domain's topics inside it. When you enable Feedback Intelligence on a text question, select the group or groups relevant to that form. The analysis then uses only topics from those groups.
For example:
| Form | Assigned group | Topics used for analysis |
|---|---|---|
| Customer onboarding survey | Customer Success | Onboarding, Support experience, Adoption blockers |
| Product discovery survey | Product Management | Feature requests, Usability, Performance |
This separation keeps each form's insights focused while still allowing both teams to work in the same project.
Think of a group as the scope for a topic taxonomy, not just a folder used to organize the Topics page.
Create or edit a group
- Select New group, or Create group if no groups exist yet.
- Enter a Name and an optional Description.
- Select Save.
Descriptions help the AI understand what belongs in each group.
Create or edit a topic
- Select Add topic on the group where the topic belongs.
- Enter a Name and an optional Description. Descriptions can contain up to 8,000 characters.
- Select Save.
Topics are marked as User-defined or AI-generated so you can see how they were created. You can edit and reorganize either type.
Uncategorized topics
Uncategorized contains topics that are not assigned to a custom group. New ungrouped topics appear here, and you can move topics back to Uncategorized when they do not belong elsewhere.
Move topics between groups
Drag a topic by its handle and drop it into another group or into Uncategorized.
After moving topics:
- Select Discard to restore the last saved arrangement.
- Select Save changes to keep the new arrangement.
Name and description edits save from their dialog. Drag-and-drop changes are only kept after you select Save changes.
Use groups in forms
In the form builder, enable Feedback Intelligence for a long answer or short answer question. Select the groups that match the form's purpose to limit which topics can be used for that question.
- Select one group when the form belongs to a single feedback domain.
- Select multiple groups when a question intentionally spans several domains.
- Leave Groups empty only when the question should use the full project taxonomy.
The question's summary report includes Aspects & sentiment and a Word cloud after responses are analyzed.
Each time analysis runs, it uses 1 AI Credit.
Tips
- Start with a small set of groups that match how your team already talks about feedback.
- Add clear descriptions to help the AI categorize responses consistently.
- Check Uncategorized regularly and move topics into the most relevant group.
- Avoid creating the same topic in several groups, because that can split your results.
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