Adding labels to filter and analyze AI agent conversations

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<p id="docs-hc-snippet" style="display: none;">Labels allow you to tag and group AI agent conversations in theconversation logsor an external customer relationship management (CRM) system. Labels are keywords that can be added to a conversation’s history. They can help provide a snapshot of the topics covered in the conversation or certain actions that have taken place within the conversation.</p>
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<p class="p">Labels allow you to tag and group AI agent conversations in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186" target="_blank">conversation logs</a> or an external customer relationship management
(CRM) system. Labels are keywords that can be added to a conversation’s history. They can help
provide a snapshot of the topics covered in the conversation or certain actions that have
taken place within the conversation.</p>
<p class="p">This article contains the following topics: </p>
<ul class="ul">
<li class="li"><a class="xref" href="#about_labels_on_ai_agent_conversations">About labels on AI agent conversations</a></li>
<li class="li"><a class="xref" href="#automatically_adding_a_label_to_an_ai_agent_conversation">Automatically adding a label to an AI agent conversation</a></li>
<li class="li"><a class="xref" href="#manually_adding_a_label_to_an_ai_agent_conversation">Manually adding a label to an AI agent conversation</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="about_labels_on_ai_agent_conversations">
<h2 class="title topictitle2" id="ariaid-title2">About labels on AI agent conversations</h2>
<div class="body">
<p class="p">Within the AI agents workspace or in an external CRM, labels can be used to filter and
analyze conversations. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186#topic_y3w_5gf_52c" target="_blank">filter the conversation logs</a> or your CRM by label to
analyze how an AI agent is performing.</p>
<p class="p">Labels can be added automatically or manually to conversations. When adding labels, remember that they’re meant to group conversations for analysis. It’s not recommended to add a unique label to each conversation. Doing so can cause performance issues when filtering the conversation logs by label.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="automatically_adding_a_label_to_an_ai_agent_conversation">
<h2 class="title topictitle2" id="ariaid-title3">Automatically adding a label to an AI agent conversation</h2>
<div class="body">
<p class="p">You can automatically apply labels to AI agent conversations using configured actions. Configured actions can be added at the AI agent level, use case level, and block level, meaning labels can also be added at any of these three levels.</p>
<p class="p"><strong class="ph b">To automatically add a label to an AI agent conversation</strong></p>
<ol class="ol">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_kkk_jyl_rgc" target="_blank">Create a configured action</a> with the following
configuration:<ul class="ul" id="automatically_adding_a_label_to_an_ai_agent_conversation__ol_dcq_tfq_jkc">
<li class="li">
<strong class="ph b">Name</strong>: Enter a descriptive name for your action.</li>
<li class="li">
<strong class="ph b">Target</strong>: Select <strong class="ph b">Conversation</strong> if you want to add a label in the
conversation logs, or select a connected CRM if you want to add a label in an external
CRM system.</li>
<li class="li">
<strong class="ph b">Task</strong>: Select <strong class="ph b">Add label</strong>.</li>
<li class="li">
<strong class="ph b">Value</strong>: Enter the label you want to add to a conversation.</li>
</ul>
</li>
<li class="li">Add the configured action at the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_opk_kyl_rgc" target="_blank">AI agent level</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_zbz_kyl_rgc" target="_blank">use case level</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_b4n_lyl_rgc" target="_blank">block level</a>, depending on your desired
workflow.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="manually_adding_a_label_to_an_ai_agent_conversation">
<h2 class="title topictitle2" id="ariaid-title4">Manually adding a label to an AI agent conversation</h2>
<div class="body">
<p class="p">You can manually add labels to conversations.</p>
<p class="p"><strong class="ph b">To manually add a label to an AI agent conversation</strong></p>
<ol class="ol">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="manually_adding_a_label_to_an_ai_agent_conversation__image_e2v_qxf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_conversation_logs_icon.png">
<strong class="ph b">Conversation logs</strong> in the sidebar.</span></li>
<li class="li">In the list of conversations, hover over the conversation you want to add a label to and
click the <strong class="ph b">Add label</strong> icon.<p class="p"><img class="image" id="manually_adding_a_label_to_an_ai_agent_conversation__image_cl5_jgq_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_add_label_button.png" width="450"></p>
<p class="p">The Labels dialog opens.</p>
<p class="p"><img class="image" id="manually_adding_a_label_to_an_ai_agent_conversation__image_imk_kgq_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_add_label_manually.png" width="450"></p>
</li>
<li class="li">Click <strong class="ph b">Select or create a label</strong> and either select an existing label or type a new
label.<p class="p">Repeat as needed to add as many labels as needed.</p>
</li>
<li class="li">Click the X to close the Labels dialog.<p class="p">Your labels are added to the
conversation.</p>
</li>
</ol>
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