Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Topic, sentiment, language and entities are configured separately, each with its own settings page. Before you go looking for a switch to turn off: with the Copilot add-on all classification types are on by default, and without it they are off by default.
Turn part of it off
- In Admin Center, click AI in the sidebar.
- Select the classification type: Topic, Sentiment or Language.
- Click Manage settings.
- Turn it off there. Entities are configured on their own in the same way.
Check what depended on it first
Views, triggers, routing rules and reports may all read the field. Search your triggers and views for it before switching it off, because nothing warns you that a rule has quietly stopped matching.
Sentiment is the usual candidate
It is the least reliable of the four and the one most likely to be misread by people looking at tickets. Teams that find it distracting rather than useful are not wrong to remove it.
Keep topic
Topic is where nearly all the value sits: routing, views, and the report on what customers contact you about. If only one part stays on, it is this one.
Entities without a use
If nothing reads the extracted values, they are noise on the ticket. Either build something that uses them or turn them off, rather than leaving fields nobody looks at.
Hiding is not the same as switching off
Whether a field appears to agents and whether they can edit it is set separately, in Admin Center under Objects and rules, Tickets, Forms. If the complaint is clutter on the agent's screen rather than the classification itself, that is the lighter change: the labels keep arriving for routing and reporting, and agents stop seeing them.
Scope instead of switching off
Often the better move: keep triage where it works and not where it does not. Language classification covers roughly 150 languages, so a brand whose tickets are all in one language gains little from it.
Historic data stays
Labels already applied remain on those tickets, so past reports still work. Only new tickets are affected, which makes this reversible in practice.
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