Configure semantic qualification topics

Semantic topic entry lets normal reception continue until a caller clearly expresses a configured service, program, or need. It is useful when several caller types share one number but only some should enter a structured qualification flow.

What semantic qualification triggers mean

Example phrases teach the intended semantic category. They are not regular expressions, magic keywords, scripts callers must repeat verbatim, or additional qualification criteria.

A caller may use an exact configured phrase or a natural paraphrase. The important question is whether the caller clearly expresses the configured purpose. Topic entry should remain narrow enough that a related but unsupported request or a broad shared word stays in normal reception.

Current topic-group and phrase limits

When Caller mentions one of your topics is enabled:

• add at least one topic group;
• use no more than 12 topic groups;
• add no more than eight example phrases per group;
• keep every phrase at 80 characters or fewer;
• use literal text rather than regex syntax; and
• keep topic labels and phrases unique.

Create one semantic topic group per purpose

Give each group a clear label and add natural phrases a caller might say. Keep separate services in separate groups so you can review and refine them independently.

For a mortgage-program group, useful phrases might include:

• “one percent down program”
• “low down payment mortgage”
• “first-time buyer program”
• “home loan prequalification”

Avoid broad phrases such as “help,” “information,” “price,” “program,” or “loan.” They can appear in unrelated conversations and do not identify one intended category.

Cover several natural ways real callers express the same need without creating an exhaustive keyword dump.

Semantic topic positive and negative examples

Assume the configured group is Low-down-payment homebuyer program.

Caller statement	Expected behavior	Why
“I’m calling about the one percent down program.”	Enter qualification	Clear configured intent
“Do you have anything for a first-time buyer with a small down payment?”	Enter qualification	Natural paraphrase of the same intent
“I want to refinance my current mortgage.”	Remain in reception unless separately configured	Related industry request, different purpose
“I need information about a loan.”	Remain in reception	Too broad to identify the configured program
“What time do you close?”	Remain in reception	Ordinary business question

Combine semantic topics with greeting qualification

Use a targeted greeting to catch the expected campaign caller immediately, then keep topic or direct-request entry enabled for callers who do not enter at the greeting.

For example, a caller can say no to the greeting, ask an ordinary question, and later mention the configured program. That later semantic trigger enters the same ordered criteria. It does not restart or duplicate qualification.

Test exact phrases, paraphrases, and false positives

Try:

1. an exact configured phrase;
2. a natural paraphrase;
3. a related but unsupported service;
4. a sentence containing a broad shared word that should not match; and
5. a normal call that should remain in reception.

If entry is too broad, remove generic phrases before adding more rules. If natural paraphrases do not enter, add a small number of distinct natural examples that describe the same intent. Do not add regex characters or every possible sentence.

Keep semantic topics separate from criteria

Topics decide when qualification begins. Criteria decide the final result after entry. Do not repeat the full qualification question inside a topic group.

For an end-to-end configuration, see Start qualification from your greeting. If entry is unexpected or never begins, use Routing did not match.