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Cendra conversation tags automatically categorize guest messages by urgency and topic. Tags help the AI understand the nature of each message and route it appropriately — whether that means responding automatically, flagging for review, or escalating to your team.
Quick link: Open Agent Hub in Cendra — https://app.cendra.ai/agents — select your agent, then click the Tags tab.

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How Tags Work

When a guest sends a message, Cendra’s AI evaluates it against your configured tags. If the message matches a tag’s criteria, the tag is applied to the conversation. Tags can trigger escalation rules, appear in the inbox for filtering, and help you track patterns.

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Tag Configuration

Each tag has four components:

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Escalation Levels

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Example Tags

Tags tab — conversation tags with emoji icons and escalation levels

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Testing Tags

Before deploying, test your tags in the Agent Hub:
  1. Navigate to your agent’s Tags tab
  2. Enter a test message in the test input field
  3. Cendra shows which tags would match the message
  4. Adjust tag descriptions until matching is accurate

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Tags + Escalation Rules

Tags work together with escalation rules. Create an escalation rule that triggers when a message matches an urgent tag — this automatically routes critical conversations to your team.

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Tags + AI Rules

Tags also connect to AI Rules. Apply an AI Rule restriction to a specific label, and the rule only activates when conversations match certain conditions.