Airgentic Help
Conversation tags label what a conversation was about, such as "Fees and scholarships" or "International". Use the Conversation tags screen to choose the tags for a service, sort them into groups, and describe when each one applies.
The same tags are used in several places:
On the home page, open the service's Configuration & Design menu and choose Conversation tags. Admins can also click Manage tags at the bottom of the tag menu on the Human Handoff desk.
Turn on Let the AI tag conversations to have a small AI model add tags after each visitor message. It:
Turn AI can apply off for tags that depend on what happened rather than what was said, such as "Abandoned", or that need an agent's judgement, such as "Other".
Groups keep a long list easy to scan. Each group has a name and a colour, and every tag in it uses that colour on the desk.
Tags in Other tags have no group. Agents see them last, in grey.
Each tag has:
Under the label is the tag's id, which is saved with each conversation. The id is created from the label when you first save, and it never changes after that. So you can rename a tag without splitting its history in Insights or your CRM.
Deleting a tag removes it from the menu. Past conversations keep it, shown as a plain grey label.
If you have tags in a document, click Paste a list. Paste one tag per line, with the description after a colon:
RPL: Recognition of prior learning and credit transfer
Application: How to apply, the application process and deadlines
Numbering such as 1. is ignored, and labels already on the screen are skipped. Choose a group to add them to (or create a new one), check the result, then save.
The What agents see panel shows the desk's tag menu with your groups, colours and descriptions as you edit.
Click Save Tags when you are done. The desk and the AI tagger use the new tags straight away.
A service can have up to 100 tags in up to 20 groups. A conversation can carry up to 12 tags.