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Automated tags

Your AI Agent reads the context in the first messages of a conversation and selects one tag from your existing tag library. As soon as there’s enough information—usually after the first customer question—the tag is applied in real time. In Analytics you can easily view the count of your tags.
Automated tags work on top of your existing tag setup, so it’s important that your tag library is clear, structured, and aligned with how you want to report on conversations.

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Enable Automate tags

To allow your AI Agent to automatically add tags to your conversations, open Tags and open the tab Automate tags. There, enable this feature by selecting On.
Automate Tags On Pn
Automated tags are turned on by default for all users.

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How does it work?

Once Automated tags are enabled, they run in the background for every new conversation. Here’s whap happens:
  1. Customer starts a conversation
  2. The AI Agent responds
  3. Tag selection: Based on the content of the customer’s message, the AI Agent selects the most relevant tag from your existing tag library.
  4. Tag applied in real time: As soon as there’s enough context, the chosen tag is attached to the conversation.
From that moment onward, the conversation remains tagged—unless you or someone on your team edits or removes the tag manually.
Your team can still manually add, change, or remove tags at any time during the conversation.