---
title: "Message Tagging — AVCodex Docs"
description: "Message Tagging — AVCodex documentation for AV integrators, programmers, and ops teams."
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# Message Tagging

Last updated · MAR 2026 · [Read as Markdown](/docs/guides/message-tagging.md)

Message tags are one of the most useful features in AVCodex. They let you automatically detect specific kinds of messages and take action: route a frustrated client to a human, flag a warranty escalation, block off-topic requests, or track project leads coming in through a public-facing agent.

## [What you can do with tags# ](#what-you-can-do-with-tags)

A few common patterns:

-   Route a tech who needs a senior engineer to a human dispatcher.
-   Detect "this is broken right now" so a service desk agent can flag emergencies.
-   Catch warranty and RMA requests for the parts team.
-   Block off-topic chatter on a public room support agent.
-   Track design and pricing intent on a pre-sales agent that handles RFP questions.

## [How tag detection works# ](#how-tag-detection-works)

Unlike keyword matching, AVCodex uses **semantic similarity** to understand the meaning behind messages. That means your tags catch variations and paraphrases you never explicitly defined.

### [Why semantic matching matters# ](#why-semantic-matching-matters)

Keyword systems force you to anticipate every phrasing. Semantic matching does not.

-   "I want to talk to a human" matches "Can I speak with a real person?"
-   "What's the price?" matches "How much does this DSP cost?"
-   "I'm frustrated" matches "This room is down again and I'm losing my mind."

You define a few example phrases. The AI handles the underlying intent.

## [Getting started# ](#getting-started)

Set up your first tag by following the step-by-step in the dashboard.

## [Tag configuration options# ](#tag-configuration-options)

Each tag has several settings.

### [Tag name# ](#tag-name)

Give your tag a clear, descriptive name. You will see this in analytics and chat history, so make it readable at a glance.

**Good names:** "Human Escalation", "Pricing Question", "Warranty Claim", "Emergency Service".

**Bad names:** "Tag 1", "Important", "Check".

### [Example phrases# ](#example-phrases)

Add 3 to 5 phrases that represent the type of message you want to detect. The AI uses these to learn the meaning, so favor variety.

code 

```
Good examples for "Human Needed":
- "I need to talk to a human"
- "Can I speak with a real person?"
- "Connect me to dispatch"
- "I want to talk to someone now"

Less effective (too similar):
- "Talk to human"
- "Speak to human"
- "Human please"
- "Get me a human"
```

### [Detection sensitivity# ](#detection-sensitivity)

The sensitivity slider controls how closely a message must match your examples to fire the tag.

Sensitivity

Best for

Trade-off

Low (50 to 65%)

Catching every variation

More false positives

Medium (70 to 80%)

Balanced detection

Good starting point

High (85 to 95%)

Precise matching only

May miss variations

**Tip:** Start at 75% and tune based on what you see in chat history.

### [Blocking response (optional)# ](#blocking-response-optional)

For safety or compliance tags, you can replace the AI's response entirely when a tag fires. Useful for:

-   **Off-topic requests**: redirect to your agent's purpose (your room support agent should not be answering political questions).
-   **Sensitive topics**: provide specific guidance or a disclaimer.
-   **Hard handoffs**: "I'm escalating this to dispatch right now. Please stay on the line."

When you add a blocking response, the AI does not generate anything. Your exact text shows instead.

## [Best practices# ](#best-practices)

### [Start small# ](#start-small)

Begin with 2 to 3 high-value tags rather than covering every scenario. Add more as you learn what your users are asking.

### [Review matches regularly# ](#review-matches-regularly)

Check tag matches in chat history to spot false positives and missed detections. That feedback helps you tune sensitivity and add better example phrases.

### [Use specific examples# ](#use-specific-examples)

The more specific and varied your example phrases, the better the detection. Generic phrases bring in noise.

### [Do not over-block# ](#do-not-over-block)

Use blocking responses only when needed. For most tags, let the AI respond naturally while you track the conversation in the background.

## [Common tag configurations# ](#common-tag-configurations)

A few setups to get started.

### [Service desk agent# ](#service-desk-agent)

Tag

Purpose

Blocking?

Human Needed

Route frustrated callers to dispatch.

No

Warranty Claim

Flag for the parts team.

No

Emergency Service

Surface a hard-down room or event.

No

### [Pre-sales / RFP assistant# ](#pre-sales-rfp-assistant)

Tag

Purpose

Blocking?

Purchase Intent

Identify hot leads on a 20-room refresh.

No

Pricing Question

Track interest in specific manufacturer SKUs.

No

Competitor Mention

Monitor positioning vs other integrators.

No

### [Public room support agent# ](#public-room-support-agent)

Tag

Purpose

Blocking?

Off-Topic

Redirect non-AV chatter back to room support.

Yes

Complex Question

Flag a senior engineer follow-up.

No

Feedback

Collect suggestions from end users.

No

## [Viewing tag analytics# ](#viewing-tag-analytics)

Once tags are live, you can see them at work:

1.  **Chat History**: each message shows any tags that fired.
2.  **Tag Detail View**: click a tag to see every match, sorted by recency.
3.  **Remove false positives**: click the X on any incorrectly tagged message to improve future detection.

## [Advanced tips# ](#advanced-tips)

### [Combine with Custom Actions# ](#combine-with-custom-actions)

Use tags as triggers for more complex workflows. When a tag fires, you can:

-   Send a Slack notification to dispatch.
-   Create a ticket in your service CRM.
-   Update a spreadsheet.
-   Trigger an email to the project manager.

### [Multiple tags per message# ](#multiple-tags-per-message)

One message can fire multiple tags. "I need a quote for replacement DSPs and I want to speak to someone today" might fire both "Pricing Question" and "Human Needed."

### [Tag categories# ](#tag-categories)

Organize related tags with consistent naming prefixes:

-   `Service: Human Needed`
-   `Service: Warranty Claim`
-   `Sales: Pricing Question`
-   `Sales: Demo Request`

## [Troubleshooting# ](#troubleshooting)

### [Tags are not detecting anything# ](#tags-are-not-detecting-anything)

-   Lower the sensitivity threshold.
-   Add more varied example phrases.
-   Check that the tag is enabled.

### [Too many false positives# ](#too-many-false-positives)

-   Raise the sensitivity threshold.
-   Tighten example phrases.
-   Drop overly generic examples.

### [Tags detecting the wrong things# ](#tags-detecting-the-wrong-things)

-   Review example phrases for unintended patterns.
-   Add negative examples (phrases that should not match).
-   Split into more specific tags.

## [Next steps# ](#next-steps)

Now that you know how tagging works, set up your first tag:

1.  Think about what user messages you most want to detect.
2.  Create a tag with 3 to 5 good example phrases.
3.  Start at 75% sensitivity.
4.  Monitor chat history for a few days.
5.  Tune based on what you see.

Tags get more valuable over time as you refine them on real conversations. Start simple, iterate often, and you build a powerful automation layer on top of your AVCodex agent.

## [Using with MCP# ](#using-with-mcp)

You can manage tags through code using the AVCodex MCP Server, including AI-powered utterance generation.

### [Available tools# ](#available-tools)

Tool

Description

`list_tags`

List all tags for an agent.

`create_tag`

Create a new tag with utterances and actions.

`update_tag`

Update tag name, utterances, or actions.

`delete_tag`

Remove a tag.

`list_tag_instances`

View messages that matched a tag.

`remove_tag_instance`

Remove a false positive match.

`generate_utterances`

AI-generate training phrases for a tag.

### [Example prompts# ](#example-prompts)

code 

```
"Create a tag called 'pricing_intent' for my pre-sales agent"
"Generate 200 utterances for detecting warranty escalations"
"Show messages that matched the 'human_needed' tag"
"Remove the false positive from tag instance xyz"
```

### [Workflow: AI-powered tag training# ](#workflow-ai-powered-tag-training)

code 

```
You: Create a tag for detecting pricing questions in my pre-sales agent.

AI: [Calls create_tag]
Created tag "pricing_intent". Want me to generate training utterances?

You: Yes, generate 200 varied examples for AV integration pricing.

AI: [Calls generate_utterances with count=200, domain="AV integration"]
Generated 200 utterances including:
- "What's the install cost for a 12-room refresh?"
- "How much would a Q-SYS Core 510i system run?"
- "Do you offer volume pricing on Crestron DM-NVX?"
- "Is there a service contract option?"
...

Saved to tag "pricing_intent". The tag is now active.
```

> **Note:** MCP server access requires a Builder plan or higher. See the [MCP Setup Guide](/docs/guides/mcp/setup) to get started.

\*AVCodex · Your AV expertise. Amplified by AI.\*

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On this page

-   [What you can do with tags](#what-you-can-do-with-tags)
-   [How tag detection works](#how-tag-detection-works)
-   [Why semantic matching matters](#why-semantic-matching-matters)
-   [Getting started](#getting-started)
-   [Tag configuration options](#tag-configuration-options)
-   [Tag name](#tag-name)
-   [Example phrases](#example-phrases)
-   [Detection sensitivity](#detection-sensitivity)
-   [Blocking response (optional)](#blocking-response-optional)
-   [Best practices](#best-practices)
-   [Start small](#start-small)
-   [Review matches regularly](#review-matches-regularly)
-   [Use specific examples](#use-specific-examples)
-   [Do not over-block](#do-not-over-block)
-   [Common tag configurations](#common-tag-configurations)
-   [Service desk agent](#service-desk-agent)
-   [Pre-sales / RFP assistant](#pre-sales-rfp-assistant)
-   [Public room support agent](#public-room-support-agent)
-   [Viewing tag analytics](#viewing-tag-analytics)
-   [Advanced tips](#advanced-tips)
-   [Combine with Custom Actions](#combine-with-custom-actions)
-   [Multiple tags per message](#multiple-tags-per-message)
-   [Tag categories](#tag-categories)
-   [Troubleshooting](#troubleshooting)
-   [Tags are not detecting anything](#tags-are-not-detecting-anything)
-   [Too many false positives](#too-many-false-positives)
-   [Tags detecting the wrong things](#tags-detecting-the-wrong-things)
-   [Next steps](#next-steps)
-   [Using with MCP](#using-with-mcp)
-   [Available tools](#available-tools)
-   [Example prompts](#example-prompts)
-   [Workflow: AI-powered tag training](#workflow-ai-powered-tag-training)

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