Configuring Custom Tags

To learn more about the Custom Tags feature, click here. 

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The Pathlight CI Custom Tags feature is designed to label and categorize conversations based on specific, company-specific criteria. This enhances the clarity and organization of interactions and sets the stage for deeper analysis and action.

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How do I make an effective Custom Tag?

You can configure a custom tag using a natural language prompt in pipeline settings. For example, for a tag named "Login issues" that prompt might be "The customer had trouble logging in or accessing their account. Custom Tags allow you to choose who the Custom Tag should be analyzed for Customer, Agent, or Either. You can also assign a high priority or low priority to the tag. High priority tags are listed first and have more prominent styling. Low priority is assigned to the tag by default if the high priority option is not toggled on (see the image below).

Custom Tag example:

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How to Configure Custom Tags

As an Administrator user, follow these instructions:

1. Once logged in, go to the account's Settings tab in the bottom left-hand corner of your screen

2. Select the CI tab

3. Select the three dots next to your desired Pipeline

4. Choose the Settings button

5. Select the Tagging tab

6. Select the +Add new Tag button

7. Fill in the information within the New Custom Tag Pane

8. Once you are finished, select the Save button

9. Review the newest conversations to view your newly created Custom Tag

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We hope this was helpful! Please submit a ticket here if you have any questions or need further assistance.