Categories & Category Summaries

Categories & Category Summaries


Learn how categories work as part of an AI classifier system.


A category is a group of text examples that are used to train AI models which perform classification. An AI model can classify new text inputs as one of the many categories used to train that model. The first examples that a category will contain are those you classify yourself. Once you have reached enough examples per category, you can navigate to the Category Summary section and train an AI model to classify new text inputs.

The two predefined system categories are: 'None' and 'Spam'. Examples should be categorized as 'None' when they are not good examples for any of your custom defined categories yet are not spam. Consequently all spam should be marked as the 'Spam' category to help train an AI model to detect spam and handle it accordingly.

Category Summary

There are two types of category summaries in the Thrio platform: Classification and Spam. These two types help to distinguish the two use cases for categories.

The first type, Classification, is designed to direct your incoming text based communications to the proper set of agents using the logic you define in your workflows. The categories you define should correspond to these agent groups. For examples: Sales, Billing and Tech support. This type of category summary will consist of all of your custom defined categories as well as the category 'None'.

The second type of category summary is Spam and this is used exclusively to detect spam and again to handle those workitems using the logic you define in a workflow. All of the examples from your custom defined categories and the 'None' category will be used as counter-examples to the examples from the ‘Spam’ category.

Both category summaries can have two models and only one model can be enabled at a time. This allows you to retrain your models when you have more examples and still continue to use your old model while the new one is training. To train an AI model each category included in the category summary must have at least 200 examples and the category with the most number of examples can not have more than 100 times the amount of examples as the category with the least number of examples.

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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.