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How to segment ClaudIA content by topic (segmentation by vertical)

Last updated on Sep 16, 2026

When to use

  • You have different business verticals (e.g. Retail, Wholesale) and segment-specific answers
  • You want ClaudIA to use only the content of the correct segment after identifying the customer
  • You need to understand the use of the DEFAULT topic vs. specific topics

Prerequisites

  • Workspace of the Fluxo Controlado (Controlled Flow) set up to detect/ask for the customer's segment
  • (Currently) A request to the Cloud Humans team to pre-register the topics in the database

About this article

ClaudIA lets you segment content by topics — useful for the different verticals of your business (e.g. the VAREJO (Retail) topic). When the Fluxo Controlado identifies the segment, ClaudIA starts using only content from that topic.

How it works

Through a Fluxo Controlado, you can:

  • Look up a customer attribute in the helpdesk or backoffice automatically, without asking directly

  • Ask the customer (if the information is not available) about the segment or subject of interest

When the Fluxo Controlado detects the segment, the conversation starts using only the content registered for that segment.

In the audit, the topic of the section used is visible:

To filter, edit or create new content by topic, use the "Conteúdos" (Content) screen:

Use of the DEFAULT topic

The DEFAULT topic stores content that is common to all segments. E.g.: "Which services does the company offer?".

Usage scenarios

  • At the start of the conversation (before the topic is selected by the Fluxo Controlado) → only DEFAULT content is used

  • After a topic is selected (e.g. VAREJO) → the system starts using DEFAULT + VAREJO to answer

The default topic can be configured in the Fluxo Controlado:

Final considerations

Currently, for a topic to be added to the content, you need to ask a Clouder to pre-register the topics in the database. In the future, topic management will be self-service.

Notes