Add Tag

The “Add Tag Action” is designed to allow flows using the “add tag” feature already available to the human operators.

Tagging is very useful when you want to classify your conversations during the flow, statically or dynamically for example aided by a ChatGPT or LLM task with a prompt engineered exactly for that purpose.

Let’s start with an example about the “static” classification, applying a tag to all conversations moved to a human agent. Simply insert a button to ask for a human operator, then apply the tag before executing the Transfer to a human action:

Static Tag Example

You can apply many tags at once with a single Add Tag action, simply separate them by a comma as in the previous example, where we applied two tags: human and important:

Multiple Tags Configuration

You can also add tags using attributes. A single attribute can also contain more than one comma-separated tag so you can add multiple tags using a single attribute. In the example below we will ask ChatGPT to apply a set of tags chosen from a set of available ones:

Dynamic Tag Example

In the prompt we explicitly ask to separate multiple tags with commas:

reply me with a list of comma separated tags selected among the following that you use to classify the user question.
Tags:
- sales
- support
- positive_sentiment
- negative_sentiment

User question:
I need some help for returning the product, very unhappy because it arrived me broken