When to use
- You have many tickets without a tag (
NO_TAG) and want to understand why - You need to decide between default mode enabled or disabled for fallback tags
- You want to increase the predictability of ticket routing
Prerequisites
- Administrator access to the project's Hub
- (Recommended) Read first: How ClaudIA's Tag system works (Tagger)
About this article
Every conversation closed in ClaudIA generates a ticket in your support system. For that ticket to be routed correctly (right queue, right team's report), it needs a tag.
Normally, ClaudIA identifies the subject and applies the tag of the corresponding knowledge section. But when it cannot identify any relevant section, the default tag configuration determines what happens.
What are the two available modes?
Default tag enabled
When ClaudIA does not recognize the subject, it immediately applies the configured tags:
-
One for conversations resolved by the bot (N1)
-
Another for transferred conversations (N2)
It is usually configured as NO_TAG.
Default tag disabled
Before falling back to the default tag, ClaudIA tries to categorize the conversation on its own: it analyzes what was discussed and searches your content base for the most similar category — applying that category's tag.
Only when this attempt finds nothing does the ticket receive the tag configured as default (usually NO_TAG).
Comparison
| Aspect | Default tag enabled | Default tag disabled |
|---|---|---|
| Predictability | High — always applies the same tag | Variable — depends on the conversation |
| Speed | Immediate | Additional AI processing |
| Tag accuracy | Fixed, regardless of context | Potentially more accurate |
Where is this setting in the panel?
Go to the project settings and find the Tags section. The option "Tag padrão quando não forem encontradas seções utilizadas" (Default tag when no used sections are found) controls this behavior. Below it, set the N1 and N2 tags that will be applied when the option is enabled.
What are the risks of leaving the default tag disabled?
When it is disabled, ClaudIA tries to guess the best tag based on how similar the conversation is to your knowledge base — which can lead to inconsistent tags, especially in short conversations or ones outside the scope of the knowledge base.
Other points of attention
-
Incorrect routing — a wrong tag can send the ticket to the wrong queue/team, impacting response time and customer experience
-
Default tag as a last resort — if automatic categorization finds nothing, the ticket receives the configured default tag (usually
NO_TAG), which generally has no specific routing configured and may get lost in the queues -
Less predictable reports — variable tags make analyses and categorization-based metrics harder
Which mode is recommended?
| Scenario | Recommendation |
|---|---|
| You want full control over categorization | Enable it and configure the desired N1 and N2 tags |
| Your knowledge base is still being structured | Enable it to avoid inconsistent tags during the adjustment |
| You want the system to categorize automatically even without an identified section | Disable it, aware of the risks of incorrect routing |
Can I change this setting at any time?
Yes. The tag is set at the moment the conversation is closed or transferred. Because of that, the change applies to everything closed from then on — including conversations that were already in progress when you saved. Only tickets that were already closed are not reprocessed.
If you have questions about which configuration makes sense for your scenario, contact the support team.
Notes
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To understand the Tagger: How ClaudIA's Tag system works (Tagger)
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To create/edit tags: How to manage and edit tags
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For bulk editing: How to edit all tags at once