In this article, you’ll learn what Automated Tags are, how they function, and how they can help you organize customer conversations more efficiently using Watermelon.
What are Automated Tags?
Automated Tags automatically categorize customer conversations based on the first few messages exchanged. The AI Agent selects a tag from your existing tag library and applies it in real-time once there is enough context—typically after the first user inquiry.
For example, if a customer says: “I have trouble signing in. Can you help me?”, the conversation will instantly be tagged as "Support". This helps keep conversations organized without requiring manual input from your team.
Key features of Automated Tags
-
Real-time tagging: Tags are applied the moment your AI Agent finishes responding to the first customer message.
-
Based on your tag library: Tags are selected from your existing library, so they align with your internal processes.
-
One tag per conversation: Currently, only one tag is automatically assigned.
-
Manual control: You can still manually add or remove tags at any point in a conversation.
-
Enabled by default: Automated Tags are turned on by default for all users starting August 4th, 2025.
-
Admin control: You can disable Automated Tags by navigating to Settings > Tags > Off.
Benefits of Automated Tags
-
Save time by reducing manual tagging.
-
Maintain consistent categorization across your team.
-
Improve analytics and reporting with structured tagging.
-
Quickly identify conversation topics for better support and follow-up.