Enterpret's Taxonomy comprises of Keywords and Themes, representing "what" the feedback is about and "why" the customer shared the feedback. Here's how you can add, edit, archive, and merge Keywords and Themes in your Enterpret Taxonomy to further improve it.
Please note that any changes made to your Taxonomy may take up to 60 minutes to take effect and you can check their status on the Taxonomy page. You will receive a notification via email once the changes are completed.
Keywords
Keywords are your product's features, your competitors, and other tangible/non-tangible aspects that customers might share feedback about. These are "what" customers share feedback on.
This sections focuses on the journeys of managing Keywords. To read more about how Keywords work, and the best practices of creating great Keywords, read:
Adding a new Keyword
Navigate to Taxonomy page by clicking on the icon on the left navigation bar.
Scroll to the very end of the Keyword list you’d like to add to. If you are adding to Level 2 Keyword, click on the "Add L2 Keyword" button located at the end.
Fill in the required information, such as the name, phrase list, duration, and description.
Name: Keyword name is how it'd show up across the platform. Users can query this name to find the Keyword later.
Description: A simple textual explanation of the Keyword. This helps the ML models understand the Keyword and predict it on feedback records accurately.
Click on “Create” button.
Editing a Keyword
Navigate to Taxonomy page by clicking on the icon on the left navigation bar.
Click on the "Edit" icon located next to the Keyword you want to edit.
Make the desired changes by editing the Keyword name and description.
Click on the "Save" button.
Deleting a Keyword
Navigate to Taxonomy page by clicking on the icon on the left navigation bar.
Click on the "Delete" icon located next to the Keyword you want to archive, and confirm your action.
Themes
Themes are repeatable, granular summaries of customer feedback. They represent the "why" the customer shared the feedback.
Theme management (e.g. creating, merging, archiving themes) support is coming soon later in Q2 2026.
FAQ
Why Sub-theme counts don't add up to the Theme total?
Why Sub-theme counts don't add up to the Theme total?
When viewing a Theme broken down by Sub-themes, you may notice that adding up the Sub-theme counts gives a higher number than the Theme's total. This is expected behavior.
A single feedback record can relate to multiple Sub-themes within the same Theme. For example, one piece of feedback about a billing issue might mention both a delayed refund and an incorrect charge — two distinct Sub-themes under the same Theme.
At the Theme level, that feedback record is counted once. At the Sub-themes level, it appears in every Sub-themes it's relevant to. This means the Sub-themes counts will naturally sum to more than the Theme total.
This isn't a bug or a counting error — it reflects the richness of your feedback data. Each record is categorized into all the Sub-themes it touches, giving you a more complete picture of what your customers are saying.