Objection Categories

Customize how Aura categorizes objections detected in your calls. Add categories relevant to your business and improve objection analytics.

Why Configure Categories

Custom categories enable:

Relevant tracking: Match your sales process
Better analytics: Meaningful groupings
Team alignment: Consistent categorization
Actionable insights: Specific improvement areas

Categories Overview

┌─────────────────────────────────────────────────────────────────────────────┐
│ OBJECTION CATEGORIES                                          [+ Add]       │
├─────────────────────────────────────────────────────────────────────────────┤
│                                                                              │
│  ┌─────────────────────────────────────────────────────────────────────────┐│
│  │ CATEGORY          DESCRIPTION                       COUNT    ACTIONS    ││
│  ├─────────────────────────────────────────────────────────────────────────┤│
│  │ Price             Cost and budget concerns           142       •••      ││
│  │ Timing            Not-now and timeline concerns       98       •••      ││
│  │ Competition       Competitor comparisons              76       •••      ││
│  │ Product           Feature and capability gaps         54       •••      ││
│  │ Risk              Implementation concerns             45       •••      ││
│  │ Authority         Decision process questions          38       •••      ││
│  │ Priority          Business priority concerns          28       •••      ││
│  └─────────────────────────────────────────────────────────────────────────┘│
│                                                                              │
└─────────────────────────────────────────────────────────────────────────────┘

Default Categories

Aura includes these standard categories:

Category	Description	Common Examples
Price	Cost-related concerns	"Too expensive", "Over budget"
Timing	Timeline concerns	"Not right now", "Maybe next quarter"
Competition	Competitor-related	"Looking at alternatives", "How do you compare?"
Product	Feature/capability	"Does it do X?", "Missing feature Y"
Risk	Change/implementation	"What if it fails?", "Too risky"
Authority	Decision process	"Need to check with boss", "Committee decision"
Priority	Business priorities	"Other priorities", "Not urgent"

Creating Custom Categories

Step 1: Add Category

Go to Settings → Objections
Click Add Category

Step 2: Configure

Field	Description	Required
Name	Category label	Yes
Description	What belongs here	Yes
Keywords	Help AI categorize	No
Color	Display color	No

Step 3: Save

Click Save to add the category.

Example Custom Categories

Industry-specific:

Category: Regulatory Compliance
Description: Concerns about meeting regulatory requirements
Keywords: compliance, regulations, HIPAA, GDPR, SOC2

Product-specific:

Category: Integration
Description: Questions about integrating with existing tools
Keywords: integrate, API, connect, sync, data

AI Categorization

How It Works

When AI detects an objection:

Analyzes the text
Matches against categories
Uses keywords and descriptions
Assigns best match

Improving Accuracy

Add keywords to help AI:

Common phrases
Synonyms
Industry terms

Manual Override

Always possible to:

Recategorize objections
Add missed objections
Correct AI categorization

Managing Categories

Edit Category

Find the category
Click ••• → Edit
Update details
Save

Merge Categories

To combine categories:

Edit target category
Add source keywords
Manually recategorize history
Delete source category

Delete Category

Deleting a category moves its objections to "Other". Consider deactivating or merging instead.

Reorder Categories

Drag to reorder:

Affects dropdown order
Analytics chart order
Most common first recommended

Category Analytics

What You See

For each category in Analytics:

Total objections count
Resolution rate
Trend over time
Win rate when resolved

Using Category Data

Category       Count    Resolution    Win Rate (resolved)
──────────────────────────────────────────────────────────
Price           142        68%              45%
Timing           98        82%              52%
Competition      76        75%              38%
──────────────────────────────────────────────────────────

Insights:

Price: Most common, lowest resolution
Timing: Easier to handle, good wins
Competition: Moderate, lower wins

Best Practices

Category Design

Do:

Keep categories distinct
Use clear, actionable names
Add helpful descriptions
Include relevant keywords

Don't:

Create too many (7-10 is ideal)
Overlap categories significantly
Use vague names
Forget to add keywords

Recommended Structure

CORE OBJECTIONS (always relevant):
• Price
• Timing
• Competition
• Product/Feature

SITUATIONAL (add if relevant):
• Integration (tech companies)
• Compliance (regulated industries)
• Security (enterprise sales)
• Support (service-oriented)

Review Cadence

Monthly: Check for "Other" patterns
Quarterly: Review category effectiveness
Annually: Major restructure if needed

Team Alignment

Training

When configuring categories:

Share definitions with team
Show examples of each
Practice categorization
Review together

Consistency

For accurate analytics:

Use consistent categorization
Train new team members
Review unusual patterns

API Access

Categories available via API:

query GetObjectionCategories {
  objectionCategories {
    id
    name
    description
    keywords
    color
    objectionCount
    resolutionRate
  }
}

Troubleshooting

Objections Miscategorized

Edit the objection
Change category
Consider adding keywords to improve AI

Too Many "Other"

Review "Other" objections
Identify patterns
Create new category if needed
Add keywords to existing categories

Categories Not Showing

Check category is active
Verify it's saved
Refresh the page

Next Steps

Objections - Call-level tracking
Objections Tab - Analytics
AI Analysis - How objections are detected

Objection Categories

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