Ticket tags are one of the most effective ways to organize customer conversations and uncover actionable insights. Whether you're identifying common issues, tracking product feedback, or measuring team performance, consistent tagging helps you turn support data into smarter business decisions.
To make this easier, our AI can automatically add tags to conversations based on either the reason the customer reached out or the context within the message itself. This ensures better accuracy, less manual effort, and a more organized support workflow.
There are two ways to enable automated tagging in the Shipped Suite Merchant Admin:
Method 1: Use Case Classification
Use this method when you want a tag to be added based on the contact reason—for example, tagging a ticket as order issue when a customer reports a missing item.
Once configured, tags will be applied automatically when the conversation matches the selected use case—regardless of whether the use case is enabled for AI to intercept. This means you can still benefit from tagging even if the AI isn’t currently handling that use case.
How to set it up:
In your Shipped Suite Merchant Admin, go to AI Agent > Use Cases.
Click into the use case where you'd like to add a tag.
In the Conversation Tags field, enter your desired tag(s).
Tags are case-sensitive, so we recommend copying them directly from your CX platform to avoid mismatches.
Click Save.
Method 2: Automated Tagging
This method is ideal when you want tags applied based on details within the conversation—such as conversation outcomes or specific customer sentiments.
Since this method relies on your descriptions to guide the AI, you may need to test and refine the tags for best results.
⚠️ Note:
Each automated tag must be configured individually. For this reason, we do not recommend using automated tagging for products—or any other scenario that would require freeform tagging—since it would require a separate rule for each possible value in your catalog or dataset.
👉 Instead, we recommend using ticket fields. See the Best Practices section below for more details.
How to set it up:
In your Shipped Suite Merchant Admin, navigate to AI Agent > Platform Settings.
Scroll to the Automated Tagging section and click Add Tag.
In the Name field, enter your desired tag.
As before, we recommend copying it from your CX platform to ensure it matches exactly.
In the Description field, explain in detail when this tag should be used.
The more specific you are, the more accurately the AI can apply the tag.
Toggle Automated Tagging is Disabled to enable it.
Click Save.
Best Practices: Use Ticket Fields Over Tags
While tagging is a helpful way to classify conversations, we strongly recommend using ticket fields whenever possible.
Ticket fields are structured to support preset options, which makes them easier for both AI and human agents to complete accurately. By selecting from a predefined list, you reduce the risk of inconsistencies, typos, or tag variants that can make reporting harder.
Additionally, most CX platforms allow you to trigger tags based on ticket field values, so you can still apply the same tags automatically—without relying on the AI or agents to tag conversations manually.
If you need help setting up ticket tags or have questions about how the AI applies them, feel free to reach out to us at support@invisiblecommerce.com. We're happy to assist!