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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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Channel-Specific Behavior

Each help desk handles tags differently. Here’s what you need to know:
Tags are scoped to groups. A tag must exist in the specific LiveChat group that the conversation belongs to — not just in your general tag list.Cevro automatically creates missing tags in the correct group when applying them, but if tag creation fails silently (e.g., due to permission issues), the tag won’t appear on the conversation even though no error is visible.If a tag isn’t being applied:
  1. Go to Settings > Team > Groups in LiveChat
  2. Open the group that handles the brand’s conversations
  3. Check if the tag exists in that group’s tag list
  4. If missing, add it manually — LiveChat requires tags to be present at the group level, not just globally
This is the most common cause of tags “not working” on LiveChat. The tag may exist in LiveChat’s general settings but not in the specific group where conversations are routed. LiveChat does not inherit tags from the general list into groups automatically.
Tags are applied as ticket metadata. Zendesk automatically formats tag names and strips invalid characters. No pre-configuration required — any tag name works out of the box.Limit: Maximum 5,096 characters for all tags combined on a single ticket.
Tags are workspace-global. Cevro creates any missing tags automatically. No special configuration needed.
Tags are organization-level. Cevro creates any missing tags automatically. No special configuration needed.

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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.