The Auto Assign Tags setting uses AI to help you label interactions that never reach an agent — for example, if a chatbot handled the enquiry or if the customer dropped off before an agent joined. This helps you retain insight into those conversations for reporting and analysis.
How it works
When enabled, AI will:
– Review interactions that did not reach an agent
– Select the most relevant tag(s) from the list assigned to that queue
– Automatically apply the tags to the interaction
If none of the queue’s tags apply, the interaction will remain untagged.
There is no change to interactions that are handled by an agent — tagging for those continues to follow your current workflow.
How to enable it
Go to Settings → Channel Management → Auto Assign Tags
Enable the toggle
Ensure your queues have relevant tags assigned
AI will only use tags assigned to the queue. It will not pull from your full tag library.
Need help setting up tags?
If you haven’t set up tags yet, or want to review how they work, check out our guide here:
Here’s a quick summary:
– Tags help you categorise interactions (e.g. "Sales", "Order update", "Technical issue")
– You can create global tags in Settings → Tags
– After creating tags, assign them to queues so they’re available for agents (and for AI auto-tagging)
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