Labels allow you to tag and group AI agent conversations in theconversation logsor an external customer relationship management (CRM) system. Labels are keywords that can be added to a conversation’s history. They can help provide a snapshot of the topics covered in the conversation or certain actions that have taken place within the conversation.

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Labels allow you to tag and group AI agent conversations in the conversation logs or an external customer relationship management (CRM) system. Labels are keywords that can be added to a conversation’s history. They can help provide a snapshot of the topics covered in the conversation or certain actions that have taken place within the conversation.

This article contains the following topics:

  • About labels on AI agent conversations
  • Automatically adding a label to an AI agent conversation
  • Manually adding a label to an AI agent conversation

About labels on AI agent conversations

Within the AI agents workspace or in an external CRM, labels can be used to filter and analyze conversations. You can filter the conversation logs or your CRM by label to analyze how an AI agent is performing.

Labels can be added automatically or manually to conversations. When adding labels, remember that they’re meant to group conversations for analysis. It’s not recommended to add a unique label to each conversation. Doing so can cause performance issues when filtering the conversation logs by label.

Automatically adding a label to an AI agent conversation

You can automatically apply labels to AI agent conversations using configured actions. Configured actions can be added at the AI agent level, use case level, and block level, meaning labels can also be added at any of these three levels.

To automatically add a label to an AI agent conversation

  1. Create a configured action with the following configuration:
    • Name: Enter a descriptive name for your action.
    • Target: Select Conversation if you want to add a label in the conversation logs, or select a connected CRM if you want to add a label in an external CRM system.
    • Task: Select Add label.
    • Value: Enter the label you want to add to a conversation.
  2. Add the configured action at the AI agent level, use case level, or block level, depending on your desired workflow.

Manually adding a label to an AI agent conversation

You can manually add labels to conversations.

To manually add a label to an AI agent conversation

  1. In the AI agents workspace, select the AI agent you want to work with.
  2. Click Conversation logs in the sidebar.
  3. In the list of conversations, hover over the conversation you want to add a label to and click the Add label icon.

    The Labels dialog opens.

  4. Click Select or create a label and either select an existing label or type a new label.

    Repeat as needed to add as many labels as needed.

  5. Click the X to close the Labels dialog.

    Your labels are added to the conversation.

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