Tag (And Auto-Tag) Your Conversations

Tags are the most versatile way to classify, explore, and operationalize complex content such as user conversations. As a concept, nearly every internet user is familiar with them. As a skilly feature, they deliver value in three ways: 1) creating and applying your own tags, 2) having skilly auto-tag conversations for you, and 3) enabling real-time alerts for any conversations that trigger a tag. Let's go into detail on these capabilities:


Creating And Applying Tags

To start setting up your tag library, navigate to Tags Management from your profile dropdown:

From here you can initially add as many tags as your organization finds useful, along with rolling them up to Categories in order to manage a common theme across a group of tags. Once a tag exists, you can apply it to any prior or future conversation.

You may already have some ideas of tags you'd want to create, but tags are ubiquitous enough that you'll find plenty of them throughout your organization's documentation as well. Here are some great places to look:

  • Work OS / PM tools: Asana, Monday, ClickUp, Notion (tags on tasks, projects, databases)
  • Wikis/docs: Confluence, Notion, SharePoint (page labels, categories)
  • Corporate blog/CMS: WordPress, Webflow (post tags/categories)
  • Ticketing/support: Jira, Zendesk (issue labels, ticket tags)
  • CRM: Salesforce, HubSpot (contact/deal tags, lists)
  • Chat tools: Slack, Teams (channel topics, emoji-reactions-as-tags)
  • Code repos: GitHub/GitLab (issue labels, topics)
  • Social marketing tools: Buffer, Hootsuite (campaign tags)
  • File storage: Google Drive, SharePoint metadata/labels)
  • HRIS: Workday, BambooHR (skill tags, competency tags)

Auto-Tagging

Let skilly do the mundane research and housekeeping for you (that is part of its job description, after all!) by enabling auto-tagging on any given tag. Once a tag has this feature enabled, it will turn purple to distinguish it from conventional tags.

This hands-off approach can be throttled via the Confidence Threshold slider,  where you'll tell skilly how strict it should be about applying the tag. As a general rule, highly specific or complex terms can often carry a lower threshold, whereas simpler or broader terms may benefit from a higher threshold. For example: if you create a tag named "1260A" in regards to an eligibility form that many of your users struggle with, the odds are good that any conversation mentioning "1260A" is talking about that particular form, which would line up with the "1260A" tag you created. So a low threshold is perfectly fine. However, if you create the tag "application", there will likely be a wide range of conversations where that word is said; so telling skilly to increase its confidence threshold means that it will look for stronger context in the conversation to decide that the word wasn't just brought up in passing.


Tag-Based Alerts

Whether your organization keeps staff at the ready for opportunities like #inquiry, or crises like #self-harm, there are some conversation signals that you'll want to know about immediately. With alerts, you can do exactly that.

Clicking on the three-dot menu of any tag, select Manage Tag and then choose both the frequency of the alert (as it happens, daily summary, or weekly summary) and the notification target: you can choose to notify yourself, your entire team, or a specific individual as a means of delegation. This alert functionality is a huge unlock for increasing skilly's realtime collaboration as one of your teammates, as it effectively creates a hyper-targeted escalation path with precisely the level of urgency desired.

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