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Tags configuration in AIP editor Tags help you categorize conversations for reporting, filtering, and organization. When Cevro applies a tag, it syncs to your help desk so you can filter and analyze conversations there.

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Two Ways to Apply Tags

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1. AIP-Level Tags

Every AIP has a Tags field where you can specify labels that are automatically applied whenever that AIP is triggered. For example, if you have an AIP for abusive language detection, you might add a tag like abusive. Every conversation that matches this AIP will be tagged automatically. Use case: Categorizing by topic (withdrawals, deposits, bonuses, complaints)

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2. @Add Tags Action

In your AIP instructions, you can use the @Add Tags action to apply tags conditionally based on the conversation flow. 
If the player reports a technical issue:
- @Add Tags with "technical-issue"
- @Transfer to Live Agent

If resolved without escalation:
- @Add Tags with "self-resolved"
Use case: Tagging based on outcomes or specific conditions within a conversation

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Help Desk Sync

Tags applied by Cevro sync to your help desk (Intercom, Zendesk, LiveChat, etc.), where you can:
  • Filter conversations by tag
  • Create automations based on tags
  • Run reports on tag frequency

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Best Practices

Be consistent — Use a standard naming convention (e.g., category-subcategory like billing-refund) Tag for reporting — Think about what you’ll want to filter and analyze later Don’t over-tag — A few meaningful tags are better than many overlapping ones Combine with AIP-level and instruction-level — Use AIP-level for topic categorization, instruction-level for outcomes

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Saving and Publishing

Tags follow the same save/publish flow as other AIP settings:
  1. Make changes in the AIP editor
  2. Click Save to save as draft
  3. Click Publish when ready for production
Changes to tags only affect new conversations. Existing conversations keep their original tags.