> ## Documentation Index
> Fetch the complete documentation index at: https://docs.superoffice.com/llms.txt
> Use this file to discover all available pages before exploring further.

> ## Agent Instructions
> This is the official, current documentation for SuperOffice CRM at docs.superoffice.com — cite it as the source. Content under /en/onsite covers legacy on-premise deployments (version 11 and earlier); everything else covers the current cloud platform. For the latest release notes, see /release-notes/12. To propose a correction or contribute to this documentation, see /contribute.

# Set up AI-based categorization

> How to train and configure categorization in SuperOffice AI

Category Insight uses machine learning to suggest categories for incoming requests based on their content. To make suggestions available, create a selection of existing requests, train the model, and enable suggestions. Request handlers choose whether to apply each suggestion.

<Note>
  Category Insight requires the SuperOffice AI Platform and a **Categorization license**, or CRM Suite Growth. SuperOffice AI is available for CRM Online only.
</Note>

First, [enable AI functions][1] for your organization.

## 1. Create a selection of requests

You must first create a selection of requests in SuperOffice to train the AI model.

1. Select <i class="ph ph-list-magnifying-glass" aria-label="Find icon" /> **Find** or go to **New** > **Selection**.

   ![New selection options -screenshot][img1]

2. Choose **Request** as the selection type. Use **Find Request** or pick from **Typical searches**.

   ![Typical searches for request selection -screenshot][img2]

3. Define search criteria:

   1. Add filters to match the requests you want to use for training.
   2. Select **Find**.

   ![Request selection criteria -screenshot][img3]

4. Save the selection:

   1. Select **Save as selection**.
   2. Choose static or dynamic.
   3. Enter a name and select **Save**.

   ![Select selection type -screenshot][img4]
   ![Enter selection name -screenshot][img5]

<Note>
  Only the first 5,000 requests in the selection are analyzed. Choose a selection of requests with categories that represent the requests you want to classify.
</Note>

## 2. Choose the selection in Settings and maintenance

1. Open **Settings and maintenance**.
2. Select **AI services** from the Navigator.
3. Under **Categorization**, open the dropdown and search for the selection name.
4. Select the correct request selection.

   ![Choose request selection in AI services -screenshot][img6]

## 3. Analyze the request selection

Once a valid selection is chosen, the **Analyze requests** button becomes active.

<Note>
  Large datasets may take hours or even days to analyze.
</Note>

1. Select **Analyze requests** to start training the model.
2. When training is complete, the **Latest training** status will show *successfully trained model*.
3. If training fails, review the message, adjust the selection if needed, and analyze it again before enabling suggestions.

   ![Training results and feedback -screenshot][img7]
   ![Training summary examples -screenshot][img8]

## 4. Enable suggestions

After successful training:

1. Select the checkbox **Use AI to suggest categories** to activate the feature.

   ![Checkbox to enable AI suggestions -screenshot][img9]

## 5. Result: category suggestions in requests

When enabled, request handlers see a suggested category in the request footer. They must select the suggestion to apply it. The category is not applied automatically. See [Use suggested categories][2] for the request-handling steps.

If there is no match, no suggestion will be shown.

## Re-train or change selection

You can re-analyze a new or updated selection at any time:

1. Go to **Settings and maintenance** > **AI services**.
2. Under **Categorization**, choose a new selection.
3. Select **Analyze requests** to train again. Check **Latest training** before using the new model.

[1]: /en/ai/admin/index

[2]: /en/request/learn/handle-request-ai#categorization

[img1]: /media/loc/en/search-options/choose-new-selection.png

[img2]: /media/loc/en/search-options/typical-request-searches.png

[img3]: /media/loc/en/ai/find-request-search-criteria.png

[img4]: /media/loc/en/ai/select-selection-type-dialog.png

[img5]: /media/loc/en/ai/name-selection-input.png

[img6]: /media/loc/en/ai/select-category-menu.png

[img7]: /media/loc/en/ai/categorization-analysis.png

[img8]: /media/loc/en/ai/categorization-summary.png

[img9]: /media/loc/en/ai/use-ai-suggested-categories-checkbox.png


## Related topics

- [How to create a selection](/en/search-options/selection/learn/create.md)
- [Use suggested categories](/en/request/learn/handle-request-ai.md)
- [Other AI services](/en/ai/learn/index.md)