How Classification Works

Jetson uses AI to categorize every customer conversation into actionable categories.

Classification categories

Bug Report

Conversations where customers report something broken:

Error messages or crashes
Features not working as expected
Performance problems
Data issues

Feature Request

Conversations where customers ask for improvements:

New functionality
Enhancements to existing features
Integration requests
Workflow improvements

No Action

Conversations without product value:

Billing and account questions
General greetings
Spam or off-topic messages

How classification works

Every conversation gets analyzed with a confidence score. High-confidence items are classified automatically. Lower-confidence items may need your review.

Custom priority definitions

You can define what High, Medium, and Low priority mean for your product:

Go to Settings > Products
Select your product
Edit the priority definitions

Example definitions:

High: Security vulnerabilities, data loss, payment failures, complete outages
Medium: Features broken for some users, significant performance issues
Low: Minor UI issues, cosmetic bugs, edge cases

Multi-issue detection

Sometimes a single conversation covers multiple topics. Jetson detects this when:

Conversations span 7+ days with topic changes
Customer explicitly starts a new topic

Each distinct issue becomes a separate work item.