Topic vs Metadata tags reference
Every root tag in Atender is either a Topic tag (red) or a Metadata tag (blue). Sub-tags inherit their root’s type. Picking the right one matters because the color is how agents and the AI quickly tell what a conversation is about from what’s notable about it.
The rule of thumb
- What is this conversation about? — Topic (red)
- What’s notable about this conversation right now? — Metadata (blue)
If a tag’s value would be unchanged five months from now (the conversation will always have been about returns), it’s a Topic. If a tag describes operational state that could change (was escalated, has a follow-up due), it’s Metadata.
Examples
Returns— Topic — What the conversation is aboutBilling— Topic — What it’s aboutDefective product— Topic — What it’s about (sub-tag of Returns)Bug report— Topic — What it’s aboutVIP— Metadata — Operational status — could be added/removed independent of subjectEscalated— Metadata — Status flagFollow-up needed— Metadata — Operational reminderFirst-contact— Metadata — Lifecycle markerAuto-tagged— Metadata — Process marker (this conversation went through automation)Auth— Topic — Subject areaRefund pending— Metadata — Status — independent of whether topic is Returns or Billing
When the answer feels ambiguous
If you can’t decide, ask: would I want this tag on a chart broken down by what kind of work my team does, or which of my conversations need attention right now?
- “Kind of work” charts → Topic tags
- “Needs attention” charts → Metadata tags
A tag that ends up on both kinds of charts is a sign you should split it into two separate tags.
Why the split matters at scale
When you reach 50+ tags, the red/blue distinction becomes essential. An agent looking at a conversation with Billing, Refund Request, VIP, and Escalated tags can scan instantly: red tells them this is a billing/refund case; blue tells them it’s a VIP that’s been escalated. Without the split, all four tags blur together.
The same scanability helps the AI: when Sidekick auto-tags, it usually applies Topic tags. Metadata tags are typically applied by Automations reacting to events.