Conversation Tags

Quickly flag important messages

Overview

Conversation tags allow teams to categorize and prioritize guest messages, ensuring that important issues are identified and addressed quickly. Tags are used to mark specific situations such as "Early Check-In Requests," "Access Issues," "Broken Appliance," and "Refund Request," enabling teams to promptly respond to guest needs.

By tagging these messages, teams can easily filter, organize, and prioritize conversations based on the nature of the guest message.

Workflow

Conversation tags are applied to messages as they come in, allowing your team to be notified about critical guest concerns. Once a tag is added, your team will be notified you for prompt attention.

Tagging Messages

• Automatically Tagged Messages: As guest messages arrive, the AI will tag the message with a conversation tag when it is relevant.

• Manually Tagged Messages: Team members can also manually apply relevant tags to a conversation in the sidebar of that guest conversation. This helps streamline the workflow by categorizing issues right away.

Set Up

You can easily create, edit, and manage tags that are specific to the types of messages or problems you frequently encounter.

1. Go to Settings:

   • Navigate to Agent Hub > Agents > Select an Agent > Tags. Here, you'll see an overview of your current tags, including default ones like "Payment Issue" "Lease Inquiry" and "Access Issues"

2. Create a New Tag:

   • To add a new tag, click the Add tag button.

   • Enter a Tag Name that is short and descriptive, for example, "Maintenance Issue."

   • Provide a Tag Description that explains when this tag should be used, such as "When a guest says something is broken or not working."

3. Set Escalation Levels:

   • Choose the Escalation Level for the tag. Tags marked as "Urgent" will block the AI from responding when on autopilot and escalate the conversation to a human team member.