{"id":33099,"date":"2025-12-23T22:24:02","date_gmt":"2025-12-23T22:24:02","guid":{"rendered":"https:\/\/help.chatecommerce.com\/etiquetado-automatico-chatecommerce\/"},"modified":"2026-10-22T15:10:54","modified_gmt":"2026-10-22T15:10:54","slug":"automatic-tagging-chatecommerce","status":"publish","type":"post","link":"https:\/\/help.chatecommerce.com\/en\/automatic-tagging-chatecommerce\/","title":{"rendered":"Automatic tagging: organize and analyze your conversations with AI"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">What it is and what it\u2019s for<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A <strong>tag<\/strong> is a category you assign to a chat to identify what it was about. For example, \u201cShipping,\u201d \u201cComplaint,\u201d or \u201cSneakers.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">With <strong>automatic tagging<\/strong>, ChateCommerce AI assigns a tag to each chat when it closes. To choose it, the AI analyzes the entire conversation and compares it with the <strong>description<\/strong> you wrote for each tag.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Why you need it:<\/strong> tagging every chat manually takes time, and each team member may apply different criteria. Without tags, you can\u2019t know which topics your customers ask about most.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What you use it for:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Save the time spent tagging conversations manually.<\/li>\n\n\n\n<li>Always apply the same criteria, defined by you in each tag\u2019s description.<\/li>\n\n\n\n<li>Identify the most common topics and reasons for contact.<\/li>\n\n\n\n<li>Analyze trends in the <strong>Analytics<\/strong> tag report.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Before you start<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Requirements:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Have at least one <strong>Chats<\/strong> tag created, with its description.<\/li>\n\n\n\n<li>Turn on <strong>Allow smart tagging<\/strong> (we explain how below).<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u26a0\ufe0f Important note:<\/strong> the AI doesn\u2019t create new tags. It only assigns the ones you created beforehand, and only when the chat closes.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Tag types<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">In <strong>Settings \u2192 Tags<\/strong>, there are three tag types. Automatic tagging only uses <strong>Chats<\/strong> tags:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Type<\/th><th>What it\u2019s for<\/th><th>Used by automatic tagging?<\/th><\/tr><\/thead><tbody><tr><td><strong>Chats<\/strong><\/td><td>Classify conversations by topic.<\/td><td>\u2705 Yes<\/td><\/tr><tr><td><strong>Contacts<\/strong><\/td><td>Segment contacts, for example, for campaigns.<\/td><td>\u274c No<\/td><\/tr><tr><td><strong>Knowledge source<\/strong><\/td><td>Organize the AI Agent\u2019s FAQs.<\/td><td>\u274c No<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">How to create a tag step by step<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Step 1 \u2014 Go to Tags<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">In the side menu, go to <strong>Settings \u2192 Tags<\/strong>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1918\" height=\"867\" src=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas.png\" alt=\"\" class=\"wp-image-33089\" srcset=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas.png 1918w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-300x136.png 300w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-768x347.png 768w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-1024x463.png 1024w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-1536x694.png 1536w\" sizes=\"(max-width: 1918px) 100vw, 1918px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Step 2 \u2014 Open the form<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Click <strong>Create tag<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 3 \u2014 Fill in the fields<\/h3>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Field<\/th><th>Required?<\/th><th>What to enter<\/th><\/tr><\/thead><tbody><tr><td><strong>Type<\/strong><\/td><td>Yes<\/td><td>Select <strong>Chats<\/strong>.<\/td><\/tr><tr><td><strong>Name<\/strong><\/td><td>Yes<\/td><td>A representative name for the topic, so it\u2019s easy to identify. For example: \u201cShipping.\u201d Avoid generic terms like \u201cOther\u201d or \u201cMiscellaneous\u201d.<\/td><\/tr><tr><td><strong>Color<\/strong><\/td><td>No<\/td><td>Helps you tell tags apart at a glance.<\/td><\/tr><tr><td><strong>Icon<\/strong><\/td><td>No<\/td><td>Like color, it\u2019s a visual aid.<\/td><\/tr><tr><td><strong>Description<\/strong><\/td><td>Yes<\/td><td>The criteria the AI will use to assign the tag. Maximum 100 characters.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1918\" height=\"867\" src=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-crear-etiquetas.png\" alt=\"\" class=\"wp-image-33092\" srcset=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-crear-etiquetas.png 1918w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-crear-etiquetas-300x136.png 300w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-crear-etiquetas-1536x694.png 1536w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-crear-etiquetas-1024x463.png 1024w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-crear-etiquetas-768x347.png 768w\" sizes=\"(max-width: 1918px) 100vw, 1918px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Step 4 \u2014 Save<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Click <strong>Create tag<\/strong>. The tag will appear in the list as visible.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to write a good description<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The description is the instruction the AI reads to decide whether a chat matches that tag. If it\u2019s vague, the AI won\u2019t have clear criteria to assign it.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>\u274c Unhelpful description<\/th><th>\u2705 Effective description<\/th><\/tr><\/thead><tbody><tr><td>\u201cPool\u201d<\/td><td>\u201cCustomers asking about pools or pool accessories. E.g.: Do you have above-ground pools?\u201d<\/td><\/tr><tr><td>\u201cTest\u201d<\/td><td>\u201cCustomers asking about shipping. E.g.: How long does delivery take?\u201d<\/td><\/tr><tr><td>\u201cSale\u201d<\/td><td>\u201cCustomers who want to buy a product. E.g.: I want to buy, how do I pay?\u201d<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Practical formula:<\/strong> <em>\u201cCustomers asking about [topic]. E.g.: [real customer phrase]\u201d<\/em>. Including one or two example phrases helps the AI recognize the topic even if the customer uses different words.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to enable automatic tagging<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Once your tags are created, go to <strong>AI Assistance \u2192 Settings<\/strong> and turn on <strong>Allow smart tagging<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">From that moment on, the AI will automatically tag your chats based on the content of each conversation, using the tags you created in the <strong>Tags<\/strong> section.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Important:<\/strong> this option can only be enabled if you already have tags created. If you don\u2019t have any yet, click <strong>Manage tags<\/strong>, below the toggle, to go straight to creating them.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1900\" height=\"867\" src=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-configuracion-ia.png\" alt=\"\" class=\"wp-image-33095\" srcset=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-configuracion-ia.png 1900w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-configuracion-ia-300x137.png 300w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-configuracion-ia-1536x701.png 1536w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-configuracion-ia-1024x467.png 1024w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2025\/12\/configuracion-etiquetas-configuracion-ia-767x350.png 767w\" sizes=\"(max-width: 1900px) 100vw, 1900px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">How it works in practice<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">When the tag is assigned<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Automatic tagging is applied when a chat closes, whether manually or automatically. At that moment, the AI:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Analyzes the entire conversation.<\/li>\n\n\n\n<li>Compares it with the descriptions of your Chats tags.<\/li>\n\n\n\n<li>If one matches, assigns that tag to the chat.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">The time a chat stays open before closing automatically can be configured.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Example<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Tag:<\/strong> Sneakers<\/li>\n\n\n\n<li><strong>Description:<\/strong> \u201cCustomers asking about sneakers. E.g.: I\u2019m looking for sneakers, do you have size 9?\u201d<\/li>\n\n\n\n<li><strong>Result:<\/strong> a customer asks whether a sneaker model is in stock. When the chat closes, the AI assigns the <strong>Sneakers<\/strong> tag.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Automatic tagging rules<\/h3>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Rule<\/th><th>Detail<\/th><\/tr><\/thead><tbody><tr><td>Tags per chat<\/td><td>Only one.<\/td><\/tr><tr><td>When it applies<\/td><td>Only to closed chats.<\/td><\/tr><tr><td>Which tags it uses<\/td><td>Only the Chats tags you created.<\/td><\/tr><tr><td>What it\u2019s based on<\/td><td>Exclusively on each tag\u2019s description.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Manual tagging and AI suggestions<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">In addition to automatic tagging, in the <strong>Chats<\/strong> section you can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Assign a tag manually.<\/li>\n\n\n\n<li>Ask the AI for a <strong>tag suggestion<\/strong> before closing the chat.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">How to analyze your tags in Analytics<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In the <strong>Analytics<\/strong> section, the <strong>tag share<\/strong> report shows you:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The distribution of conversations by tag.<\/li>\n\n\n\n<li>The most frequent topics.<\/li>\n\n\n\n<li>Trends in the reasons for contact.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Example of use:<\/strong> if \u201cShipping\u201d is the most frequent tag in your chats, consider adding more shipping information to your AI Agent\u2019s knowledge sources.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Best practices<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>1. Write specific descriptions.<\/strong> Repeating the tag name in the description (\u201cPool: pool\u201d) gives the AI no criteria to assign it.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>2. Include example phrases in the description.<\/strong> \u201cAll customers asking about dresses. E.g.: I want to buy a dress\u201d works better than \u201cDresses,\u201d because it shows the AI how your customers actually write.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>3. Avoid generic tags.<\/strong> Names like \u201cOther\u201d or \u201cMiscellaneous\u201d tell you nothing in Analytics reports and give the AI an easy option for chats that should have a more precise tag.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>4. Avoid overlapping tags.<\/strong> If \u201cShipping\u201d and \u201cOrder tracking\u201d describe almost the same thing, the AI may assign either one to similar chats. Since only one tag is assigned per chat, set clear boundaries between them.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>5. Start with a few tags.<\/strong> Between 5 and 10 tags covering your main reasons for contact are easier to maintain and produce clearer reports.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>6. Review the results during the first few weeks.<\/strong> Open some tagged chats and check that the tag is correct. If it isn\u2019t, adjust the description.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>7. Use Analytics to improve your agent.<\/strong> The most frequent topics are the ones worth reinforcing in your knowledge sources.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Common issues and solutions<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">The AI isn\u2019t assigning tags to my chats<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> automatic tagging isn\u2019t enabled.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> in <strong>AI Assistance \u2192 Settings<\/strong>, check that <strong>Allow smart tagging<\/strong> is turned on.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> the chat hasn\u2019t closed yet.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> automatic tagging only applies to closed chats. Check the time set for automatic closing.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> the tags aren\u2019t Chats tags.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> in <strong>Settings \u2192 Tags<\/strong>, check that the tags are in the <strong>Chats<\/strong> tab.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> no description matches the conversation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> this is the expected behavior. If that topic comes up often, create a new tag to cover it.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">I can\u2019t enable smart tagging<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> you don\u2019t have any tags created.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> click <strong>Manage tags<\/strong>, below the toggle, create at least one Chats tag, and try again.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">The AI assigns the wrong tag<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> the description is vague or overlaps with another tag.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> rewrite the description with more specific criteria, add an example phrase, and differentiate it from similar tags.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">I need to assign more than one tag to a chat<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> automatic tagging assigns only one tag per chat.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> assign additional tags manually from the <strong>Chats<\/strong> section.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Frequently asked questions<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Do I need to enable automatic tagging?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Yes. After creating your tags, turn on <strong>Allow smart tagging<\/strong> in <strong>AI Assistance \u2192 Settings<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Can the AI create new tags?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">No. It only assigns tags you created beforehand.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">How many tags does the AI assign per chat?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">One.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Are open chats tagged?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">No. Automatic tagging only applies when the chat closes.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Can I change a tag assigned by the AI?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Yes. You can change the tag manually from the <strong>Chats<\/strong> section.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">How many characters can the description have?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Up to 100 characters.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What happens if I hide a tag?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">It stops appearing in the conversations it was already assigned to. You can show it again at any time from <strong>Settings \u2192 Tags<\/strong>, using the toggle in the <strong>Status<\/strong> column.<\/p>\n\n\n\n<div class=\"cc-help-box\">\n  <div class=\"cc-help-box__heading\">\n    <img decoding=\"async\" class=\"cc-help-box__icon\" src=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2026\/09\/clip.svg\" alt=\"\">\n    <h3 class=\"cc-help-box__title\">Next steps<\/h3>\n  <\/div>\n  <div class=\"cc-help-box__links\">\n    <a class=\"cc-help-box__link\" href=\"https:\/\/help.chatecommerce.com\/en\/knowledge-sources-ai-agent-chatecommerce\/\">Knowledge sources: train your AI Agent <\/a>\n    <a class=\"cc-help-box__link\" href=\"https:\/\/help.chatecommerce.com\/en\/ai-agent-automatic-tickets-chatecommerce\/\">Automatic ticket management with AI Agent <\/a>\n    <a class=\"cc-help-box__link\" href=\"https:\/\/help.chatecommerce.com\/en\/playground-ai-agent-chatecommerce\/\">Playground: test your AI Agent before connecting it <\/a>\n  <\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Need help?<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/wa.me\/5491170781975\">Contact the support team<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/help.chatecommerce.com\/en\/categoria\/ia-agent\/\">See all AI Agent guides<\/a><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What it is and what it\u2019s for A tag is a category you assign to a chat to identify what it was about. For example, \u201cShipping,\u201d \u201cComplaint,\u201d or \u201cSneakers.\u201d With automatic tagging, ChateCommerce AI assigns a tag to each chat when it closes. To choose it, the AI analyzes the entire conversation and compares it [&hellip;]<\/p>\n","protected":false},"author":14,"featured_media":31936,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[192,535],"tags":[],"class_list":["post-33099","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-help-en","category-ia-agent"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Automatic tagging: organize your chats with AI | ChateCommerce<\/title>\n<meta name=\"description\" content=\"Learn how ChateCommerce AI assigns tags to your chats when they close, how to create effective tags, and how to analyze them in Analytics.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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