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.Tag Configuration
Each tag has four components:| Component | Description |
|---|---|
| Title | Tag name (e.g., “Complaint”, “Maintenance Request”, “Check-in Question”) |
| Icon | Emoji for visual identification in the inbox |
| Escalation Level | Urgency classification: Low, Medium, High, or Urgent |
| Description | Detailed explanation of when this tag should apply — this is what the AI reads to decide if a message matches |
Escalation Levels
| Level | Color | Typical use |
|---|---|---|
| Low | Green | Routine questions, general inquiries |
| Medium | Yellow | Important but not time-sensitive requests |
| High | Orange | Issues requiring prompt attention |
| Urgent | Red | Critical situations requiring immediate human intervention |
Example Tags
| Tag | Icon | Level | When to apply |
|---|---|---|---|
| Complaint | 😤 | High | Guest expresses frustration, anger, or dissatisfaction |
| Maintenance | 🔧 | High | Guest reports a broken appliance, plumbing issue, or property damage |
| Check-in Help | 🏠 | Medium | Guest needs help with check-in process or access |
| Pricing Question | 💰 | Low | Guest asks about rates, fees, or discounts |
| Cancellation | ❌ | Urgent | Guest wants to cancel or modify their reservation |
| Positive Feedback | ⭐ | Low | Guest shares compliments or positive experience |
Testing Tags
Before deploying, test your tags in the Agent Hub:- Navigate to your agent’s Tags tab
- Enter a test message in the test input field
- Cendra shows which tags would match the message
- Adjust tag descriptions until matching is accurate