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This action allows agents to automatically add tags to chat conversations within a flow. It helps organize and classify conversations more effectively for easier tracking and reporting. You can add special tags to the conversation as per the conditions set up during the journey. You can add multiple tags to the conversation at the same time. The newly added tags will be appended to the already present tags on the conversation.

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Topics covered:

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How to configure the Add Conversation Tag Action

  • While setting up an execution flow, select the “Add Conversation Tag” action.
  • Enter Required details:
  • Name: Provide a name for the step. Existing name validations apply.
  • Description: Add a brief description (optional). Standard validation rules apply.
  • Tag(s): Add one or more tags. Existing tag validation rules will be applied.
  • Click Save to confirm your setup
image.png Screenshot 2025-11-03 at 12.28.14 PM.png

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Practical Example

In a customer support chatbot, when a user mentions billing-related issues (e.g., “I was overcharged” or “Need invoice”), the flow can automatically add tags like “Billing” and “Urgent” to the conversation using the Add Conversation Tag action. These tags help the support team:
  • Instantly categorize the chat as a billing issue.
  • Prioritize it for faster resolution.
  • Enable reporting and filtering of billing-related queries.
  • Track the frequency of certain issues over time for process improvements.