🎯 What is the Classification component for?
The Classification component allows you to categorize conversations within a specific category. It is a fundamental piece for correctly measuring the performance of your flows in Atom and understanding the behavior of your users.
Unlike a simple "End of flow", classification provides analytical context:
Closing point: Indicates exactly at what stage of the flow the interaction ended.
Real results: Allows you to distinguish between resolved queries, abandonments, or redirects.
Deep analysis: Facilitates the generation of detailed reports for decision-making.
🏁 Self-Service End Classification
This is the most important type of classification for your automated flows. It is used when the bot resolves the query on its own, without needing to transfer to a human agent.
Key recommendation: 👉 It is suggested to always use a Self-Service End Classification to close the flow when there is no agent assignment. This ensures that the final result (e.g. "Query resolved") is correctly recorded in your efficiency metrics.
🛠️ Where and how are classifications created?
Classifications are not created within the flow; they must be configured previously on the platform to be able to select them in Flowbuilder.
Configuration path: Go to the left sidebar menu > Settings > Conversations > Classifications > Create Classification.
Steps for creation:
Identifier: Define a Keyword or internal name for the classification.
End type: Select the corresponding category (Self-service end, Negative end, Positive end, or Follow-up).
Description: Detail the purpose of this classification so your team can identify it easily.
Assignment (Optional): For Negative, Positive, or Follow-up ends, you can configure an agent group so the conversation can continue with a human if necessary.
Active Status: Make sure to enable the Active control so it appears available in the Flowbuilder component.
📊 Impact on Reports
The strategic use of this component transforms the way you visualize your data:
Allows you to analyze self-service success with precision.
Measures how many flows end successfully without requiring an agent.
Compares the volume of positive vs. negative closures to identify friction points.
✅ Best practices
To get the best results, we recommend following these guidelines:
Prior strategy: Define and create all the classifications you need before starting to design the flow in Flowbuilder.
Self-service closure: Always use "Self-Service End" to close paths where the bot resolved the question.
Analytical priority: Don't use the "End of flow" component alone; prioritize Classification to not lose measurement data.
Moderation in follow-ups: Avoid follow-up classifications unless the business process strictly requires it.
Audit: After publishing a flow, validate in the Reports section that classifications are being grouped as expected.
Your metrics are now clearer! 🚀
By using the Classification component, you turn each closure into strategic information for your business. Organize, measure, and improve your self-service with precise data and detailed reports in every interaction. ✅