Manage and add themes

Learn how Themes enable you to discover the data that matters the most

Euan Moore avatar
Written by Euan Moore
Updated over a week ago

A theme is applied to feedback by Chattermill’s powerful AI to help you understand how your customers feel about your product. It helps classify your feedback and gives you a general idea of what the feedback is about. Each theme is characterized as either positive, negative, or neutral.

How themes are created and structured

To create themes, Chattermill’s machine learning team will analyse the different topics being mentioned in your feedback and collaborate with you to create a Theme Structure tailored to your business needs.

Themes are also grouped into Categories to help with organisation. For example, a category called “Checkout experience” may have a theme called “Receipt/email confirmation”. Under that theme is feedback, where the terms “receipt” and “confirmation email” are mentioned.

Each theme is automatically assigned a sentiment (positive, neutral, or negative) based on the content of the feedback. You’ll see the sentiment marked based on the green, grey, and red icons.

Know what each theme means

  1. Sign in to your account on Chattermill.

  2. On the left, click Feedback.

  3. On the right, click Themes > and click the question mark.

  4. You’ll see the definitions of all the themes.

Create a new theme.

If you don’t see a theme that you’d like to filter your feedback with, you can create a custom theme. You can only create a custom theme if you’re an admin or you have a role that allows you to add custom themes.

  1. Sign in to your account on Chattermill.

  2. On the left, click your profile picture > Settings.

  3. Click Themes > + New theme

  4. Enter a title and description.

  5. Add your query to help tag the right responses. Learn how to create queries.

  6. Click Save theme.

To update your entire theme structure, check with your Customer Success Manager.

Watch how theme structures work

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