Aptly automatically categorizes and labels conversations with Topics. Aptly will assign Topics to conversations based on keywords in the message. Topics help your team streamline communication organization, prioritize issues, and collect valuable insights.
In this article you'll learn:
- What Topics are and why Topics are important
- How to configure Topics and their Keywords
- How to correct a Topic
What Are Topics and Why Are They Important?
When a message comes into your inbox, Aptly searches through the message to find keywords. The keywords are related to different Topics that occur frequently in your organization. These Topics allow you to set up Automations related to Boards (workflows) in order to begin a process for that message. All without you or your team members having to manually reply or create tasks for the message.
Topics play a role with Inbox Insights. Aptly's data aggregation capabilities have the power to help you mitigate risk by spotting trends allowing you to be proactive.
With Topics, you can:
- Categorize conversations with residents and prospects to identify trends
- Streamline organization to be consistent across your entire team
- Track response times based on the Topic
- Use a suggested communication template to respond quickly to messages
Configure Topics and Keywords (Admin Only)
Out of the box, Aptly comes with Topics and Keywords set up. These are generic topics and don’t necessarily have every keyword associated with that Topic. Every organization is different and has different customers, therefore, it’s important to add keywords to Topics that your team sees frequently. Keep in mind that some terms are specific to different regions and you may need to add in your team’s version of the word (i.e. furnace vs. heater, fridge vs. refrigerator).
Create a New Topic
You can create as many new Topics as your company needs. While Aptly does come with default Topics, you are able to add additional Topics that relate specifically to your company.
- Click on the Settings Icon⚙️ in the bottom left of the browser.
- Click on Shared Topics located under Company Settings.
- Click the blue New Topic button.
- Type in the Name of the new Topic. This should be a very short label your team will use to categorize multiple conversations.
- Add a Description and choose a Highlight color. When the topic appears for an email, it will show in the chosen color.
- Add keywords to your tag if you would like Aptly to automatically assign Topics to conversations with those keywords. You can add as many as you’d like.
- Click Create when finished. You can edit the topic later by selecting the pencil icon to add or delete keywords.
Configure Keywords
If your messages are incorrectly being assigned to Topics or not being assigned at all, you might need to look at the intended Topic and its keywords. Additional keywords need to be added to the topic or deleted from another Topic.
- Click the Settings icon⚙️ in the bottom left of the browser.
- Under Company Settings, click Shared Topics.
- Click the Pencil icon✏️ to edit the Shared Topic.
- Under Keywords, click X to delete inaccurate keywords.
- Add new, accurate Keywords separated by commas to expand your database.
- Click Update.
In the clip below, you can see the keyword “showing” being deleted and added to the Leasing Topic. There is no audio.
Add a Topic to a Conversation
You can manually add a Topic to a conversation. You can also delete a Topic from a conversation. This can occur if there is a missing Keyword for the Topic. After manually adding the Topic, be sure to add the Keyword to the Topic.
- Click on a conversation in your inbox.
- Open the Details Pane by clicking on the hamburger icon (3 horizontal lines).
- Under Topics, click the plus + icon.
- Select the Topics you’d like to add. You can also use the search bar to find a specific Topic. To delete a topic, click the X that appears when you hover your pointer over the Topic.
Frequently Asked Questions
Why aren’t topics being assigned to my messages correctly?
If Aptly assigns the wrong Topic to a conversation, it's important to remove and correct it. Otherwise, Aptly will suggest inappropriate communication template responses and show inaccurate conversation data.
- Select a conversation from your inbox.
- Under Topics, in the right column, click X to delete the incorrect Topic.
- You can switch between All, Private, and Public Topics and search by text.
- Select the correct Topic.