What Are Topics?
Topics are AI-generated or custom-defined themes that organize customer insights from your external meetings. They help teams:
Uncover Voice-of-Customer (VoC) trends
Share evidence across teams
Spot risks and expansion signals
Assign commercial value to customer feedback
Only external meetings are included. Internal meetings are automatically excluded. What is considered an external vs internal meeting?
Types of Topics
🔹 Automated Topics
Created by UpdateAI’s proprietary model
Optimized to be neither too broad nor too granular
Continuously recalculated based on meeting volume and insight patterns
🔸 Custom Topics
Created manually by users
Begin tracking from the moment they are created
Do not automatically reprocess past meetings
Note: Reprocessing past calls for a new custom Topic may require support intervention and depends on your plan. To learn more or to request a reprocessing, send a note to support@update.ai.
Creating a Topic
Only workspace Owners and Admins can create topics. These topics apply across the entire workspace.
Go to Portfolio Insights → VoC Topic Discovery
Click Add Topic
Enter a name, description, and assign one of four categories:
Risks
Product Feedback
Growth Opportunities
Advocacy
Click Add Topic to save
Following Topics
Any user on the Customer Intelligence Plan can follow topics to stay informed.
Click the three dots next to a topic → Follow
Followed topics appear under the Topics I’m Following tab
Every Friday at 7 AM (local time), followers receive a weekly email digest of new insights
Managing Topics
📌 Pin a Topic
Keeps the topic fixed on your dashboard—even after recalculations.
🚫 Disable a Topic
Stops new insights from being added. Can be re-enabled later.
❌ Remove a Topic
Only possible for custom topics with no insights. This is a permanent deletion.
🗃 Archive a Topic
Removes it from the dashboard. Archived topics no longer collect insights.
How Topics Work Behind the Scenes
🔍 Source & Visibility
Topics are generated at the workspace level, meaning all users see the same topics
Each user only sees insights from meetings they have permission to view. [How meeting visibility permissions work]
🔁 Topic Recalculation
Topics are automatically recalculated when:
Your workspace passes 300 external meetings
Topic distribution becomes too fragmented or overly broad
Pinned topics are preserved during recalculations.
Filtering Topics by CRM Segments
If your workspace integrates with a CRM:
You can filter topics by customer attributes like ARR, region, industry, or assigned CSM [Connecting and mapping CRM fields]
If no CRM is connected:
Filters default to fallback settings like accounts or meeting owners