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Conversation tags allow teams to categorize and prioritize guest messages, ensuring that important issues are identified and addressed quickly. Teams use tags for situations like “Early Check-In Requests,” “Access Issues,” “Broken Appliance,” and “Refund Request.” By tagging these messages, teams can easily filter, organize, and prioritize conversations based on the nature of the guest message.

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Workflow

Tagged messages receive team notifications for critical guest concerns.

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Tagging Messages

  • Automatically Tagged Messages: The AI tags messages automatically when relevant
  • Manually Tagged Messages: Team members can apply tags directly in the conversation sidebar for immediate categorization

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Set Up

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

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Configuration Steps

  1. Go to Settings: Navigate to Agent Hub > Agents > Select an Agent > Tags to view default tags including “Payment Issue,” “Lease Inquiry,” and “Access Issues”
  2. Create a New Tag:
    • Click the “Add tag” button
    • Enter a short, descriptive Tag Name (example: “Maintenance Issue”)
    • Provide a Tag Description explaining usage (see Writing Tag Descriptions for a guide on writing effective descriptions)
  3. Set Escalation Levels: Choose escalation levels where “Urgent” tags block AI responses during autopilot and escalate to human team members