Building a tag based on a topic
Updated over a week ago

Build a tag based on the specific Intent you have in mind

You've been working with the same support tickets for months/years, so you know where to start. You want to build your first tag around a specific topic or Intent you have in mind. That way, will help you understand what's exactly related to that Intent and once you set up the tag, Lang will automatically tag new tickets.

  • Go to Search and search for a keyword inside the Intents box (any of these intent or words).

  • If you find relevant Intents in your query, they'll be ordered by frequency. Choose the ones you find most relevant and click on them to filter. (If there aren't any relevant ones, you can read below*)

  • Check documents/tickets to validate that it was the Intent you had in mind.

  • Once you've found it, click on add to tag to create a new tag or add it to an existing one (if you already had one created).

  • In case you're navigating through the Intents, and they are too broad, read this article to see how to use AND and NOT logical rules with your Intents

*If there are no relevant results as you are searching through the Intents box, don't panic. It means the name for those Intents cannot match the Intent you had in mind, but, there can still be related Intents to include in the tag. In this case, we would recommend the following process.

  • Go to Search and search for a keyword inside the keywords box on the top

  • On the left-hand part of the screen, you'll see the top Intents table. These top Intents are dynamic and change based on your search. As you are filtering by a keyword or phrase, they represent the top Intents related to that keyword or phrase

  • Navigate through the table to see the related Intents, if you click on the arrows on the left, you can navigate through the hierarchy

  • Once you detect an Intent you want to analyze, you can filter it (by clicking on the number of comments on the right of the table) and create a new tag if it's relevant.

  • Once you've created a new tag, you can repeat this process with all the Intents you want to add inside the existing tag.

  • To increase the coverage of the existing tag, we recommend adding the filter "documents with no tags" together with the initial keyword search. This simple action will filter the tickets related to your keyword by the ones that are not inside the existing tag yet. This will help you understand which new Intents need to be added.

  • When you filter your keyword/phrase with the filter "documents with no tags", the goal should be to have 0 documents left over (this means that you've adequately covered this Intent).

  • You can repeat this with all the Intents you have in mind. In our experience, most of them (80-90%) should already be in Intents.

  • In case your Intent is not in any tag or has any associated tags, you can create a new tag and try to cover it with keyword/Intent combinations. Although it's not ideal, it should help you achieve your goal. We are building a functionality that will take into account your searches to create an Intent hierarchy that will help you along in your process.

*Keep in mind the Intents on the left don’t represent complex logical rules, so, you may need to combine them. Click here to read more.

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