Set up AI reply categorisation and create custom categories
AI reply categorisation reads every reply your campaigns receive and labels it with a category such as Interested, Not interested or Out of office. You can add your own categories for cases the def…
AI reply categorisation reads every reply your campaigns receive and labels it with a category such as Interested, Not interested or Out of office. You can add your own categories for cases the defaults do not cover. Categories drive the reply filters in each campaign and make it easy to hand interested leads to the right person.
Steps
- Click Campaign Settings (bottom-left of the left navigation).
- Select Reply Categorization.
- Review the default categories already listed. These are applied to all campaigns automatically.
- To add your own, click Create new category at the top right.
- Enter a name for the category. For example, Dicey for leads who sound both interested and not interested and you want to review by hand.
- Add a description that explains when a reply belongs in this category. The AI uses this text to decide, so write it as plain instructions: "Lead asks a question about pricing or timing but does not commit either way."
- Set the sentiment (positive, neutral or negative) and choose whether replies in this category are useful.
- Click Save reply category.
From now on, incoming replies that match the description are assigned to the new category automatically. You can filter by it in the campaign Contacts tab.
Why sentiment and "useful" matter
- Sentiment feeds campaign reporting: positive replies count toward your positive reply rate, which is the metric that tells you whether copy is working.
- Useful separates real conversations from noise. Auto-replies, bounces and "unsubscribe me" are not useful; questions and objections are. Mark a category useful if a human should read it.
Tips
- Keep custom categories to a handful. Overlapping categories confuse the classifier and produce inconsistent labels.
- Write descriptions with examples of phrases you expect ("send me more info", "not the right person, try X").
- A common useful set beyond the defaults: Referral (lead points you to a colleague), Later (asks you to come back in a quarter), Pricing question.
- Review the Replied filter weekly and correct any misclassified replies; it shows you where a description needs tightening.
Troubleshooting
- Replies land in the wrong category: the description is too broad or overlaps another category. Edit the description to be more specific.
- New category never gets used: replies that fit it are rare, or an existing default category matches first. Make the description more distinctive.
Related articles
- Check lead statuses and replies inside a campaign
- Lead statuses explained
- Lead activity log: see every email, open and
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More in Campaigns: Leads
Upload a CSV of contacts and assign it to a list→Handle duplicates and map CSV columns to contact fields→Add more leads to an active campaign (from a list or a new CSV)→Check lead statuses and replies inside a campaign→Lead statuses explained→Pause, stop or delete leads in a campaign→Move or copy leads between campaigns→Export leads to CSV→Managing bounced leads and cleaning your lists→Lead activity log: see every email, open and reply for a contact→Import leads from Google Sheets or your CRM→