What is AI Auto-Tagging?
AI Auto-Tagging automatically categorizes your customer feedback by sentiment and topic, eliminating the need to manually read and sort through each response. It uses pre-defined tags in Tag Management and has a higher accuracy than most manual reviews.
Enabling AI Auto-Tagging
Navigate to Account Setup > Tag Management in your dashboard
Look for the "What's NEW" button at the top of the page
Toggle AI Auto-Tagging on using the switch in the top right corner
Important: Once enabled, AI Auto-Tagging will start working on new responses and incidents immediately. For online reviews, the system will automatically tag reviews from the past month and continue tagging new reviews going forward.
Creating AI-Enabled Tags
Setting Up a New Tag
Click the "+ Create Tag" button in Tag Management
Enter your Tag Name (e.g., "Delivery Experience")
Write a detailed Tag Definition describing what feedback should receive this tag
Tag Definition Best Practices:
Use language your customers actually use
Include specific keywords and phrases to look for
Mention both positive and negative examples
Be as specific as possible
Example:
Tag Name: Delivery Experience
Tag Definition: Feedback mentioning delivery speed, driver behavior, food temperature upon arrival, packaging issues, or phrases like "arrived quickly," "food was cold," "driver was rude," "perfectly packaged"
Choosing Sentiment Settings
Toggle AI Tagging to "On"
Select the sentiment you want this tag to capture:
All mentions - Both positive and negative feedback
Only positive mentions - Praise and compliments only
Only negative mentions - Complaints and issues only
Where You'll See AI Tags
AI-tagged feedback will appear throughout your dashboard with a special AI icon:
Response Details - Individual survey responses
Response Drawer - Quick response view
Incident Details - Complaint and incident reports
Online Review List - Customer reviews from review platforms
When you hover over an AI tag, you'll see the reasoning behind why the system applied that tag and the sentiment it detected.
Managing Your AI Tags
Editing Existing Tags
In Tag Management, click the 3-dot menu next to any tag
Select "Edit" to modify the tag name, definition, or sentiment settings
Changes will apply to future tagging (existing tags remain unchanged)
Organizing Your Tags
The AI Tagging column in Tag Management is sortable, allowing you to group tags by sentiment:
Negative
Positive
All
This helps you quickly see which tags are capturing complaints versus compliments.
Tips for Success
Start with your most common feedback themes (food quality, service, cleanliness)
Review AI-tagged responses periodically to ensure accuracy
You can always manually add or remove tags if needed
The more specific your tag definitions, the more accurate the AI tagging will be