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Setting Up AI Classifications For Inbound Community Mentions 

Create your own AI classifications for inbound community mentions, allowing you to understand and categorise themes of messages and prioritise messages that matter most. 

Things to consider ✅

  • To be able to create the AI Classifications, users will need to have the AI Classifications Management setting enabled in the user or team permissions. 

  • You can add up to 20 example messages to your AI Classifications to help categorise messages. 
  • We recommend having fewer AI classifications that are different to one another to increase the success of correctly classifying your messages. 

Benefits 🙌

  • Auto-Triage & Routing: Instantly categorises and prioritises urgent messages so high-risk messages get handled first.
  • Actionable Analytics: Automatically tracks incoming demand trends to help you identify and address the themes of inbound messages. 

 

1) Navigate to the settings area of Orlo and select the AI Classifications button to access the AI Classifications setup options. 

 

2) To create a new AI Classification, click on the '+ classification' button. 

 

3) The create new classification box will pop up, allowing you to add: 

  • The name of your classification. 
  • The guidance for your classification - a prompt to define the type of messages that go into your classification. 
  • Example messages for your classification (up to 20 messages can be added). 

 

Once all of the relevant details have been added to the classification, to save your new classification, select the 'Add Classification' button. This will save your classification to your classification view. 

 

 

4) To edit any existing classifications, click on the 'Edit' pen icon button to change your classification details. Once you have made any edits, click 'Review Changes'. 

 

5) To remove a classification, click on the 'Delete' bin icon button.