Chat Tagging Tool
The Chat Tagging Tool lets an Agent classify a conversation with preapproved tags at the chat level.
Use it when you want automatic conversation categorization in Inbox → Chat History and Inbox → Human Support, without depending on ticket creation.
🔎 What It Does
With the Chat Tagging Tool, an Agent can:
Apply tags directly to the current chat
Work only with tags explicitly allowed in the tool configuration
Analyze the full conversation, not only the latest message
Keep the managed tag set synchronized after the Agent replies
Update Inbox views in real time when tags change
⚙️ Configuration
When creating a Chat Tagging Tool, you configure:
Name
Description
Allowed Tags
Tags must already exist in CRM → Tags
Only selected tags can be managed by this tool
Tags are not created by the Agent.
At runtime, the Agent receives:
The list of allowed tags
The description of each allowed tag
Which allowed tags are already applied to the chat
🧠 When the Tool Runs
The Chat Tagging Tool runs in post-response mode.
This means Zaia makes the tool available after the Agent sends a reply.
The tool is only available when:
The conversation has a valid
chatIdThe tool is active
At least one allowed tag is valid and available
If a configured tag no longer exists, Zaia ignores it automatically.
🔄 How Synchronization Works
The Agent does not return loose add or remove operations.
Instead, it returns the final desired state for the allowed tags managed by the tool.
Zaia then synchronizes that managed set:
Adds newly returned allowed tags
Removes previously applied allowed tags that are no longer returned
Never duplicates tags
Preserves tags outside the tool’s allowed set
This means the tool only manages the tags you explicitly authorize.
🛡️ Validation Rules
Zaia validates the tag IDs returned by the Agent.
Only tag IDs from the allowed set are accepted
Invalid or unknown IDs are ignored
Tags outside the allowed set are never changed by this tool
This keeps automatic tagging safe and predictable.
👀 Visibility in Inbox
Chat tags are stored at the chat level.
They are:
Visible in the list and detail views in Inbox → Chat History
Visible in the list and detail views in Inbox → Human Support → Tickets
Available as filters in both areas
In Tickets, Zaia shows the union of:
Tags applied to the chat
Tags applied directly to the ticket
This keeps the same classification visible during both AI handling and human support.
🔔 Real-Time Updates
When the tag state changes, Zaia emits a live update to the interface.
This keeps tag labels, detail views, and filters aligned without a manual refresh.
📌 Example
Suppose the tool allows these tags:
Billing
Refund
Priority
If the conversation shifts from a billing question to a refund request, the Agent can return a new final tag state.
Zaia then updates only the managed tags for that chat.
Any unrelated manual or operational tags remain untouched.
🧠 Best Practices
Configure only tags the Agent is allowed to manage
Write clear tag descriptions so the Agent can classify reliably
Use this tool for stable conversation categories, not temporary notes
Keep manual or operational tags outside the allowed set when they should be preserved
✅ Key Takeaway
The Chat Tagging Tool lets an Agent classify conversations after each reply using a controlled set of tags.
Zaia synchronizes that managed tag set automatically, preserves unrelated tags, and keeps History and Tickets updated in real time.
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