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What is AI Tagging? AI Tagging allows your AI Agent to “listen” to conversations and automatically apply labels based on the context. This helps you filter chats later for analytics or follow-up without manual sorting.

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Default System Tags

By default, the AI Agent comes equipped with three essential tagging capabilities that require no configuration:
  1. Language: Automatically detects and tags the language the customer is speaking (e.g., English, Spanish, Indonesian).
  2. Priority: Analyzes the sentiment and urgency to tag conversations as High, Medium, or Low.
  3. Intention: Summarizes the user’s goal (e.g., Support, Sales, Inquiry).

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Creating Custom Tags

You can create specific tags to track product interest, campaign success, or specific customer types. Screenshot2025 12 23101209
1

Add a New Tag

  1. Navigate to **AI Studio Sidebar **> AI Tagging.
  2. Click the Add new tag button in the top right corner.
2

Configure the Tag Logic

Define how the AI recognizes and labels the specific topic.
Give your tag a unique internal name.
  • Example: Smartphone_Interest
This is the most critical step. You must tell the AI what to look for. Think of this as a mini-instruction.
  • Example: “Identify the specific smartphone model the customer is asking about or interested in buying.”
List the specific tag values the AI is allowed to apply. If the customer mentions a model, the AI will pick the matching value from this list.
  • Example: iPhone 15, Samsung Galaxy S24, Google Pixel 8, iPhone 14
3

Save

Click Save to activate the tag. The AI will now scan future conversations for these keywords and contexts.

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Example Use Cases

GoalLabel NameDescriptionValues
Track ProductsLaptop_ModelIdentify which laptop the user asks about.MacBook Air, Dell XPS, Lenovo ThinkPad
Lead SourceReferral_SourceIdentify how the user found us.Google, Facebook, Friend, Newsletter
Complaint TypeIssue_CategoryCategorize the type of problem reported.Shipping, Defect, Payment, Login
Best Practice: When entering Values, separate them with commas. Ensure the “Label Description” is specific enough so the AI knows exactly which value to pick from the list.