Settingsbeginner

Create a tag

Add a new tag to your taxonomy — single tag or several at once via Quick Add. Pick a name, an optional description, the type (Topic or Metadata), and a parent.

3 min read

Create a tag

The quickest path to add a tag — single or in bulk.

Before you start

Steps — single tag

  1. Open Settings → Tag Management.
  2. Click New tag in the top-right.
  3. Fill in:
    Name — what agents will see (e.g. Returns, Refund Request)
    Description — optional, but required if you want this tag to participate in AI auto-tagging. The description is what the AI compares against when deciding whether the tag applies.
    Type — Topic (red) or Metadata (blue), if creating a root tag. Sub-tags inherit from their parent.
    Parent — leave empty for a root tag, or pick an existing tag to make this a sub-tag.
  4. Click Save.

Steps — bulk (Quick Add Tags)

When you’re setting up your taxonomy from scratch, doing it one-at-a-time is painful. Use Quick Add Tags instead:

  1. Open Settings → Tag Management.
  2. Click Quick Add (top-right area, next to New tag).
  3. Type tag names one per line. Use indentation (two spaces) to mark sub-tags:

Returns Defective product Wrong item Changed mind Billing Invoice question Payment failed

  1. Choose the default type for the root tags being added (you can adjust per-tag later if needed).
  2. Click Add all. Atender creates each tag with its parent relationship set.

Verify it worked

Search for the tag name in the Tag Management tree. The tag should appear at the right level of the hierarchy. Click into it to confirm the type, description, and parent are correct.

Troubleshooting

  • Symptom: I can’t change a tag’s type after creation. Fix: Type is set on root tags only and is intentionally not editable post-creation (changing it would invalidate every existing reference). Delete and recreate if the original choice was wrong, but watch for usage counts first — see Delete a tag that’s in use.

  • Symptom: Quick Add complains about a duplicate name. Fix: Tag names must be unique within their parent. If Refund Request already exists under Billing, you can’t create another with the same name there. Rename one or pick a different parent.

See also

Tags

How ToGetting Started
Back to Settings