Short answer: A tag is a label such as Complaint or Pricing question that replient.ai puts on every new comment. The AI decides which tags fit by reading each tag's description. You manage tags on the Learning page under Custom tags for this brand. To make the AI tag better, edit the description. To add your own tags, you need the Pro plan or higher.
Before you start
Everyone sees and uses the tags. Editing, adding and deleting tags is available from the Pro plan (and during the free trial). On Lite you see an upgrade message.
You need the permission to manage learning. The brand owner always has it.
The three kinds of tags
Kind | Examples | Who decides | Can you change it? |
System tags | Person tagged only, Person tagged, Emoji only, Not sure, Mention, Image, Video | Fixed rules, not the AI. For example, Emoji only is set when a comment contains only emojis | No |
AI tags (included with every new brand) | Complaint, Against brand, Spam, Buying Interest, Pricing question, Shipping question, Return question, Feedback, Contest, Survey, Generic question | The AI, based on the description | Yes: description, name and colour. You can also delete them |
Custom tags | Your own, such as Application or Partnership request | The AI, based on the description you write | Yes |
AI tags and custom tags work the same way. The only difference is that you created the custom ones. A comment can have several tags. If no tag fits, it gets Not sure.
Tagging is part of the analysis that every new comment gets (0.1 credit). It costs nothing extra.
Step 1: Open your tags
Click Learning in the sidebar and scroll to Custom tags for this brand. Choose the tab Tags for comments. The other tabs hold tags for messages, posts and contacts. Move the mouse over a row: the pencil (1) and the trash icon (2) appear on the right.
Step 2: Edit a tag
Move the mouse over a tag row and click the pencil.
Change the name (1), the description (2) or the colour, then click the check mark (3) to save. The cross cancels.
Step 3: Add your own tag
Click Add custom tag below the list.
Enter a name (new tag is the placeholder) and a description (add your description here). Both are required.
Pick a colour and click the check mark.
The button disappears when the list is full. By default a list holds 20 tags in total, and the tags that come with replient.ai count too. A new brand starts with 18, so there is room for 2 more. Delete tags you don't use to free space, or contact us in the chat if you need more. Tags for messages and posts have their own lists with the same limit.
Write descriptions the AI understands
Treat the description like an instruction to an assistant. The AI sees the description (and the short internal name made from the tag name), so put everything important into the description.
Say when the tag applies. Start with include when…
Be concrete. Name the topics and typical words. Good: include when someone asks how to apply for a job or an apprenticeship. Weak: jobs.
Say what does not belong. Good: do not use for complaints about delivery.
One idea per tag. Avoid tags that overlap, such as Question and Generic question. The AI has to guess between them.
Use the page name. The text {{PAGE_NAME}} is replaced by the name of your page. Example: include when the commenter pretends to be {{PAGE_NAME}}.
Test with real comments. Change one description at a time and watch the next comments that arrive.
Example description for a custom tag Application:
include when the comment asks about jobs, internships or how to apply at the company. Do not use for customers who ask about products.
Why does the AI use the wrong tag?
The description is vague or two tags overlap. Make the descriptions more concrete and different from each other.
Changes only apply to new comments. Comments that already have tags keep them.
System tags are fixed.Image, Video, Emoji only, Mention and the person tags come from fixed rules and can't be tuned.
The comment is very short or unclear. The AI also reads the post caption and earlier comments in the thread, but a single word can still be ambiguous. Many Not sure tags mean you need tags with clearer descriptions.
You can also add or remove tags on a single comment by hand in the Comments inbox.
Where tags are used
Comments inbox: filter comments by Tags.
Automations: use the condition Comment Tags (Is one of or Is all of) and the actions Add tag to comment and Remove tag from comment. Is all of only matches if the comment has exactly the tags you selected. The starter Hide negative comments uses the tags Against brand and Complaint. See How do I set up a comment automation?.
Analytics: the section Tags in Comment analytics shows which topics come up most often.
Delete a tag
Click the trash icon on the row and confirm. You can't delete system tags.
⚠️ Important: After you delete a tag, you can no longer filter by it and you can no longer use it in automations. Check your automations first. A deleted tag can't be restored. Create it again if you need it.