Tags are formed by a combination of intents and features or semantic patterns and words filters.

You can use tags to automatically categorize any data, such as surveys, support tickets or calls. With our Zendesk Support integration, they can also be used to automate actions like assigning a priority to support tickets.

An example use case is to automate the prioritization of support tickets by leveraging our Zendesk Support integration, where the automation flow is as follows:

  1. A workflow is generated by importing Zendesk tickets
  2. The users creates a set of tags based on the Lang.ai suggested categories (e.g billing_issues)
  3. The user creates a trigger to change the priority of new tickets if they are tagged with a specific tag like "billing_issues"
  4. The ticket gets the priority changed

How to create a Tag

You can create tags by clicking on Create New > Tag from the Tags sidebar.

The name of the tag is the one that will be used when integration your workflow with a third-party platform. For example, if you connect with Zendesk Support, the new tickets will be updated to include that tag name if the filters match.

A tag can contain one or more of the following filters:

  • Any of these intents, features or words
  • All these intents, features or words
  • None of these intents, features or words

When a new text is analyzed by Lang.ai, it will check if the analysis matches with any of your created tags.

How to update or delete a Tag

You can update a tag by clicking on it in the sidebar and then changing the name or filters. Once a tag is updated, the analysis will be updated and reflected in your dataset. Updating a tag won’t update the tags that were applied in third-party applications like Zendesk.

You can delete a tag by clicking on it in the sidebar and then clicking on Delete Tag. Once a tag is deleted, the analysis will be updated and reflected in your dataset. Deleting a tag won’t update the tags that were applied in third-party applications like Zendesk.

Go further

In these articles below you can see more details on how tags are used:

We also have a series of articles with details on how to build your first tags.

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