Why tags
Tags let your agent label conversations and contacts on its own — flagging a complaint, a hot lead, a big order. Instead of scrolling an endless inbox, the ones that matter are marked, so they're easy to find, filter, and follow up on.
Set up a tag rule
A tag rule is simple: describe a situation in plain words, and the agent applies the tags you pick whenever it spots that situation in a chat. Two ways to build it — pick whichever feels easier.
The fastest way is to just say it. Open Logos and describe the rule — it sets it up for you.
Prefer to set it by hand? Build the rule under Tags.
Either way, the agent reads the intent across the whole conversation — no keyword lists to maintain. Here, any chat where a customer is unhappy about an order gets tagged Complaint and Order.
By hand too: You can always tag any conversation manually from the inbox. Rules just save you from remembering — and catch the ones you'd miss.
Which tags to start with
A handful covers most shops. Start with these:
- Complaint — an unhappy customer, so you can step in fast
- Lead — interested but hasn't bought yet
- Order — a question about an existing order
- VIP — a repeat or high-value customer
Rule of thumb: keep it to a handful. A tag you never filter or notify on is just noise — add more once you see what actually comes up.