Tags

Tags help your team quickly understand what's going on in player conversations. Whether you're chasing down bugs, GDPR questions, or lost accounts, tags are your best friend.

Here's a step-by-step rundown:

Creating and managing tags

  1. Navigate to tags:
    • Go to your Settings and click Tags.
    • You'll see a neat list of all your current tags. Need more? Click on Create new tag.
  1. Define your tag:
    • Give your tag a clear name like Bug or GDPR.
    • Write a clear, human-friendly description. Imagine you're instructing a new teammate:
      • Good example: "Add when players report a bug or issue with the game. Gameplay-related problems like not being able to complete a level are not bugs."

AI-enabled tags: automate like a pro

  • Toggle AI enabled tag to let AI auto-tag conversations based on your description. Yes, the robots are pretty smart around here.
  • Adjust the AI confidence level slider:
    • Start with medium. It's usually the sweet spot.
    • Move to high if you need fewer but highly accurate tags.

When to tag? You decide!

  • Choose if the AI applies tags at the start or end (or both!) of a conversation.
    • Pro tip: tagging at the start can route tickets faster, while tagging at the end helps track resolutions.

Game-specific or company-wide? Your call.

  • You can make tags available for a specific game or roll them out company-wide. Got an "Eternal Saga" specific issue? Tag it exclusively for that.

Tags as skills: level-up your routing

  • Flip the switch on Use tag as a skill if you want advanced routing:
    • For example, GDPR questions can go directly to your privacy experts.

Now your tagging game is officially next-level. Keep calm, tag on, and watch support life get a whole lot smoother.

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