Where tags come from
Tags arrive two ways, and you can mix both:Automatic
Your bot tags chats for you. Shortly after it replies, it reads the recent
messages and applies any labels that fit – you don’t have to lift a finger.
Manual
You create your own tags and apply them to chats yourself, for the categories
that matter to your business.
Engagement types
On top of your own tags, Chatref sorts every chat into one engagement type. This is automatic and always on. It answers a simple question: did the visitor actually ask for something?Why it matters
Only QUESTION chats count in your Insights answered vs couldn’t answer rate. A coffee store owner doesn’t want a hundred “hi” messages dragging down the score – so greetings and menu taps are left out, and the rate reflects only the chats where someone genuinely needed an answer.See your answered vs couldn't-answer rate
Insights uses engagement types to show how often your bot actually answered.
Create a manual tag
1
Open the Tags tab
From your agent’s dashboard, open the Tags tab.
2
Add a new tag
Click to create a tag, then give it a short, plain-English name – for example
Refund request or Booking question.
3
Describe when it applies
Write a clear description of the kind of chat this tag is for. Your bot reads
this description to decide which chats to label automatically.
4
Save
Save the tag. From now on, new chats that match are labeled for you.
Re-tag past conversations
New tags apply to chats going forward. If you want a tag applied to older chats too, you can re-tag your past conversations in one action from the Tags screen.Tagging uses a small amount of your Balance, like other AI tasks – the bot
reads the chat to label it. Tagging new chats as they arrive is light;
re-tagging a batch of past conversations costs a bit more, because every older
chat is read again.
Next steps
Conversations
See where tags appear and how to read and reply to chats.
Insights
Track your answered vs couldn’t-answer rate, built from QUESTION chats.