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Use the Chat Tagging Tool to enable automatic chat tagging. After each Agent response, the Agent can classify the conversation using approved tags. Tags are applied at the chat level. This works without creating a ticket.

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🔎 What It Does

The Chat Tagging Tool lets an Agent keep chat tags aligned with the conversation context. The Agent can:
  • Add or remove existing tags on the current chat
  • Use only tags selected in the tool’s Allowed Tags
  • Evaluate the full conversation context, not only the latest message
The Agent cannot create new CRM tags. It can only assign or remove existing tags preselected in the tool configuration.

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⚙️ How to enable automatic chat tagging

1

Create the tags

Go to CRM → Tags. Create the tags that the Agent may manage.Give each tag a clear name and description. For example, use Billing, Refund, or Priority.
2

Create a Chat Tagging Tool

Create a tool with the Chat Tagging type.Add a clear name and description. The description should define the categories the Agent should identify.
3

Select the allowed tags

In Allowed Tags, select the existing CRM tags this tool may manage.Only these tags can be added or removed by this tool.
4

Activate and attach the tool

Keep the tool active. Then link it to the Agent that should tag chats automatically.There is no separate tagging toggle. The tool must be active and have valid allowed tags.After replies, the Agent can automatically update the chat’s allowed tags when the conversation context changes.

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🧠 How it works

The Agent receives the allowed tags, their descriptions, and the managed tags currently on the chat. It uses this information and the conversation context to determine the desired classification. It cannot manage any tag outside the selected Allowed Tags.

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⏱️ Execution behavior

The Chat Tagging Tool works in post-response mode. It is evaluated after the Agent sends a response. The tool is called only when the desired managed tag state differs from the current state. If nothing should change, no tool call is made. This avoids unnecessary updates during interactions that do not change the chat classification.

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🔄 Synchronization rules

When a change is needed, the Agent returns the final desired state for the tool’s allowed tags. The system then synchronizes only that managed set. The system:
  • Adds allowed tags included in the desired state
  • Removes allowed tags that should no longer remain
  • Prevents duplicate tags
Tags outside the tool’s allowed set remain unchanged. This includes manual and operational tags that the tool does not manage.

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👀 Visibility in Inbox

Chat tags are stored at the chat level. They are:
  • Visible in Inbox → Chat History
  • Visible in Inbox → Human Support → Tickets
  • Available as filters in both areas
This helps teams find and prioritize conversations by category.

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📌 Best practices

  • Select only stable categories the Agent should manage.
  • Write distinct descriptions for tags with similar meanings.
  • Keep manual or operational tags outside Allowed Tags when they must persist.

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✅ Key Takeaway

The Chat Tagging Tool enables automatic chat tagging after an Agent response. Create tags in CRM → Tags, select them as Allowed Tags, activate the tool, and link it to an Agent. The Agent can then update only those existing tags when the conversation classification changes.