When to use
- Define how ClaudIA chooses and applies tags to conversations resolved at N1 or escalated to N2.
- Ensure that a conversation always receives a tag from the level at which it was resolved (N1 or N2).
- Define a default tag for cases where no content section matches the conversation.
- Use the contents considered in a clarification question to classify conversations that would currently end up without a tag.
How it works
The Tags section controls how the agent filters and applies tags at N1 and N2. It has two blocks: Tag filters and Default tags.
Tag filters
They control which level ClaudIA can take the tag from, based on where the conversation ended.
- Ensure N1 tag when resolving at N1 — when enabled, in conversations resolved at N1 ClaudIA considers only N1-level tags. This way, a conversation that stayed at N1 always receives an N1 tag (never an N2 tag). If no N1 section matches, it applies the Default N1 tag.
- Ensure N2 tag when resolving at N2 — same logic for conversations escalated to N2: ClaudIA considers only N2-level tags. If no N2 section matches, it applies the Default N2 tag.
With the filters disabled, ClaudIA can choose a tag from any level for the conversation, regardless of where it was resolved.
Default tags
They define a fallback tag for when the conversation does not match any content section.
- Enabled — when turned on, if the conversation did not use any content section, ClaudIA applies the default tag directly, instead of trying to guess the closest section.
- Default N1 tag — tag applied when the conversation is resolved at N1 and falls back.
- Default N2 tag — tag applied when the conversation is escalated to N2 and falls back.
- Use tag from clarification content — before applying the default tag, uses the tag of one of the contents that ClaudIA considered when asking the last clarification question.
Use tag from clarification content
When ClaudIA asks a clarification question, it has already gathered candidate contents to answer — but, since it has not yet answered with any of them, the conversation usually ends without a tag if it is closed or transferred right afterwards.
With this option turned on, these contents start counting for classification. The choice follows this order:
- The N2-level content wins.
- If there is a tie in level, the content closest to the customer's message wins.
- If the clarification involved three or more different topics, it is ignored and the normal rule applies — that is, the conversation receives the default tag.
When you turn this option on, the tag may come from a different level than the one configured in Tag filters. A conversation resolved at N1, for example, may receive an N2 tag if that was the content considered in the clarification.
This option works even with "Enabled" in Default tags turned off — it is evaluated before the default tag rule.
Notes
- The tags available in the lists come from the tags configured in the project.
NO_TAG(or leaving the default tag blank) means that no default tag will be applied at that level.- When Enabled is turned on, both default tags (N1 and N2) become mandatory.
- Use tag from clarification content only takes effect in projects with clarification enabled. If the project does not use clarification, turning the option on changes nothing — there is no clarification question to take the tag from.
- The option is turned off by default in all projects. Turn it on only if you want conversations closed during a clarification to be classified.