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Smart tags label conversations by topic. You describe each topic in plain language. After a conversation closes, Remark’s AI reads the transcript and applies each of your tags the conversation directly addresses. Use smart tags to find conversations in the Inbox, start workflows, segment shoppers in Klaviyo, and count topics over time with the GraphQL API.
Only owners and admins can open Settings > Smart tags to create, edit, and delete tags. Team members with the Conversations permission group can view tags on conversations and filter the Inbox by them. For details, read Team member permissions.

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How Remark applies smart tags

Remark tags each conversation segment after the segment closes. When a shopper reopens a conversation, Remark tags the new segment once it closes too. Tagging covers Remark chat conversations and helpdesk tickets Remark took part in. For each segment, Remark:
  1. Reads the segment’s transcript.
  2. Compares the transcript with the title, description, and expressions of every active smart tag, including global tags.
  3. Rates how directly the conversation addresses each tag.
  4. Applies a tag when the shopper or the representative raises its topic with a concrete question, request, explanation, or action.
A passing mention or a related topic doesn’t qualify. A segment can receive several tags or none. Remark uses the tag definitions in place when each segment closes. When you edit or delete a tag, the change affects segments closing afterward, and past conversations keep the tags they already have.

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Tag fields

For example, a tag for subscription cancellations could use:

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Create a smart tag

  1. Open Settings > Smart tags.
  2. Select New smart tag. If you have no tags yet, select Create a smart tag.
  3. Enter a Title.
  4. Enter a Description.
  5. Under Expressions, select Add expression for each example phrase.
  6. Select Create smart tag.
Remark starts applying the tag to segments closing after you create it.

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Edit or delete a smart tag

Use Search for tags to find a tag by title.
  • To edit a tag, select Edit smart tag (the pencil icon). Change the Description or Expressions, then select Save smart tag.
  • To delete a tag, select Delete smart tag (the trash icon). Remark deletes the tag right away, without asking for confirmation.
After you delete a tag, Remark stops applying it, and it disappears from the Inbox Smart tags filter. Past conversations still show the tag in their details panel. The title stays reserved, so you can’t create another tag with the same title.

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Global smart tags

Tags marked Global come from Remark and apply to conversations in every workspace. They appear after your own tags. Select View smart tag (the magnifying glass icon) to read a global tag’s definition. You can’t edit or delete global tags.

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Where smart tags appear

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Run a workflow for one tag

The Smart Tag Applied trigger fires for every tag Remark applies. Its trigger data includes tagId, segmentId, and conversation, which holds the conversation’s id and externalId. To run a workflow for a single tag, add a condition on the tag ID to the trigger:
To find a tag’s ID, filter the Inbox by that tag alone and copy the value after smartTagIds= in the page URL. You can also query vendorSmartTags with the GraphQL API.

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Troubleshooting

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A conversation is missing a tag

Remark tags a segment only after it closes, so open conversations have no tags yet. If the segment has closed, check whether the conversation addressed the topic directly. Make the Description more specific, and add Expressions closer to how shoppers phrase the request. Your changes affect segments closing afterward.

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A tag applies to unrelated conversations

Add the cases where the tag doesn’t apply to its Description. In the example above, the subscription cancellation tag excludes one-time order cancellations.

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Creating a tag fails with a duplicate title error

The message A current or archived smart tag with this title already exists. Choose a different title. means one of your current or deleted tags already uses the title. Choose a different title.

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Settings > Smart tags is missing

Only owners and admins can open the page. Ask a workspace owner or admin to create or change the tag.