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Conversation tags allow teams to categorize and prioritize customer messages, ensuring that important issues are identified and addressed quickly. Teams use tags for situations like “Billing Inquiry,” “Technical Issue,” “Refund Request,” and “Escalation Needed.” By tagging these messages, teams can easily filter, organize, and prioritize conversations based on the nature of the customer message.

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Workflow

Tagged messages receive team notifications for critical customer 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

Conversation tags are configured globally at the workspace level, not per-agent. All agents in your workspace share the same set of tags.

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Configuration Steps

  1. Go to Settings: Navigate to Settings > Conversation Tags to view default tags including “Payment Issue,” “Product Inquiry,” and “Technical Issue”
  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