Once you’ve logged into your dashboard, navigate to the Auto Tags tab along the top menu (called the Tags tab in CXI). This is your go-to page for viewing and managing all your tags, as well as seeing analysis based on your tags.

As you plan your tagging, keep in mind that you have the ability to nest your tags. Any comments that are tagged with a child tag will also be tagged with the parent tag. Interested in Parent<->Chid tags, learn more here.

Here's a list of commonly used auto-tags to consider as you start auto-tagging.

To add an auto-tag, navigate to the “MANAGE” tab and click the “ADD NEW TAG” button in the top right of the page.

In CXInsight, you'll click the blue "Manage Tags" to add new tags.

Type the name of your tag into the first line. For our example, we'll be creating a “Support” tag. In the box below, type in all of the words or phrases that you would like to trigger this tag. For “Support”, we would like comments including the words “support, onboarding, issue, service, help ” as well as the phrase “tech support”. Make sure each word or phrase is separated by a comma.  

You can add new words and phrases to this list of matches over time and all of your historical feedback will be checked for matches.   

NOTE: If you remove a word from the list of matches, then future feedback will not be matched with the removed word.  Feedback that previously matched the removed word will not be un-tagged as result of the removal of the word from the list of matches, so please choose your word matches carefully.

You may manually remove a tag from a specific feedback at any time. 

From here, you can hit save, or if you would like this tag to be nested under an existing tag, click the drop-down box next to “PARENT” and choose the parent tag from the list.

A parent tag must already be created for it to be assigned to a child tag.  Once you have chosen a parent tag, hit save.

Scroll through your tags to see the one you have just added. It should have an icon to the left with a little letter “t” indicating this is a text-match auto-tag. This new tag will now appear on all feedback that includes comments that match your chosen words or phrases. 

Tags with the plain tag icon are manual tags. They can be turned into auto-tags by editing them and adding words or phrases to their list of matches. This is only possible if your Wootric plan grants you access to Auto-Tagging. 

Once you have created an auto-tag, Wootric will scan through your historical feedback and tag all of your comments, including any comments from before the time your auto-tag is created.

Want to tag like the pros? Check out our blog for tagging best practices.

Questions? Contact support@inmoment.com or create a support ticket here.