Key concepts: Categories, topics & sentiment

Documentation Index

Fetch the complete documentation index at: https://docs.caplena.com/llms.txt

Use this file to discover all available pages before exploring further.

Caplena analyzes open-ended feedback by organizing it into categories, topics, and (optionally) sentiment. Getting familiar with these three concepts will make everything else click faster.

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Category

A category is a high-level theme that groups related topics together, for example Customer Service, Product Quality, or Pricing.

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Topic

A topic is a specific idea or theme within a categorym what someone is actually talking about in their response. Topics are also referred to as codes, themes, or labels. Examples within a Customer Service category:

• Support Responsiveness
• Refund Process
• Property Communication

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Topic label

The topic label is the short name you give a topic. It appears on topic chips throughout Caplena and is what the AI uses to recognize and assign the topic.

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Topic description

A longer explanation of what the topic covers and when it should apply. Descriptions give the AI more context and are especially important for topics that might otherwise overlap.

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Code

A code is a unique numerical ID assigned to each topic. Caplena assigns one automatically, but you can set it manually if you need to match an existing coding scheme.

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Sentiment

Sentiment adds emotional context to topics, classifying each response as positive, neutral, or negative. Instead of just knowing what someone talked about, you also know how they felt about it. For example:

• Support / Helpfulness – Positive → “The team was incredibly helpful”
• Support / Helpfulness – Negative → “No one responded to my request”

You only need to create one topic (e.g. Support), the AI assigns the sentiment automatically. Sentiment is optional. Turn it on for opinion-based data like NPS or CSAT. Skip it for factual data like feature requests or open suggestions.

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Disabling sentiment