Two dimensions, not one

Classification tells you how ready to buy a lead is (HOT / WARM / COLD, or your own labels). Topics answer a different question: what does this customer need? A furious existing customer is HOT and AFTER-SALES at the same time — one label can't carry both facts, so Waslo stores them separately.

Topics are read by the AI in the same pass as classification: define them once and every conversation gets tagged, on every channel, at no extra cost.

Topics and team routing are Growth features. The Agent API is exempt — API requests are billed per call.

Setting up topics

Open AI Agent → Classification in the dashboard.
In Topics, add 2–8 labels in your own words — e.g. QUOTE, BOOKING, AFTER-SALES, INFO.
Give each a one-line description of when the AI should pick it. The description is what the AI actually reads — write it the way you'd brief a new employee.
Save. From the next message on, conversations carry a topic chip in the inbox and the lead panel, and the Analytics page shows the topic distribution.

Fewer than two topics = the feature stays off and adds nothing to your prompts.

Routing conversations to your team

Routing rules connect what the AI detects to the person who should handle it:

Match on topic, classification, channel, or a specific WhatsApp number (a number per branch is the cleanest branch setup) — or any combination.
Optionally fire only when the customer asks for a human.
Assign the conversation to a team member. They get a bell notification only they can see, and an email in their own language with a link to the inbox.

The first matching rule wins, top to bottom — reorder rules with the arrows. A conversation already assigned to the right person is never re-notified.

Members are invited under Settings → Organization. Your team works inside the Waslo inbox — the Mine filter shows each member only the conversations assigned to them.

Assigning by hand

Rules are optional. In the lead panel, the Assign chip lets an owner or admin hand any conversation to any member (or clear it) — the member is notified exactly as if a rule had matched.

Topics in the API

For headless and white-label integrations, POST /v1/agent/reply and POST /v1/agent/classify return a topic field once topics are configured, and GET/PUT /v1/config reads and writes topicLabels — no dashboard needed.

Where topics show up

Inbox lead panel — topic chip next to the classification pill
Leads CSV export — optional Topic and Assigned to columns
Analytics — topic distribution for the selected period
CRM webhooks — lead.classified and lead.handoff payloads carry topic

Topics & Team Routing