How do I create and manage tags in Sophiie?

Tags live at Settings → Workspace → Tags. There are two types — Customer tags for organising your customers, and Inquiry tags for labelling what each call or message is about — and only inquiry tags can drive notification rules.

Steps

1. Go to Settings → Workspace → Tags. (An old bookmark to Train Sophiie → Tags redirects here.)
2. Click Add tag — one button and one drawer for both types.
3. Choose the Type: Customer or Inquiry. Pick carefully — the type is locked once the tag exists and can't be changed later.
4. Enter a Name — short and specific. Duplicate names are blocked, with a specific message if the clash is against a preset tag.
5. Pick a Colour — it's required. There are six ready-made colours to choose from, and you can also pick any other colour or type a hex code.
6. Optionally add a Description ("What this tag means, for your team").
7. Save.

The two tag types — and where tags come from

• Customer tags label the customer record — think VIP, residential, commercial. Use them to organise and filter your customers.
• Inquiry tags label what an inquiry is about, across every channel — calls, SMS, email and chat. Sophiie applies them automatically when she processes each inquiry, and they're what notification rules match on.

Inquiry tags come from three places: ones you create, presets that ship with your account, and auto-generated tags Sophiie creates when you add a product, service or scenario. You can't create an auto-generated tag yourself — they follow the thing they're linked to.

Editing and deleting

• Tags you created can be renamed or deleted freely.
• Auto-generated tags can't be renamed or deleted — their name follows the product, service or scenario they're linked to.
• Preset tags can't be deleted, and editing one creates your own overriding version rather than changing the preset.
• A few names are locked outright (miscellaneous, onboarding-demo and the test-Sophiie tag).
• There's no merge function — tidy duplicates by renaming or deleting the eligible ones.

Common Questions

Do tag changes apply immediately?

Yes, with one wrinkle: Sophiie applies tags when she processes an inquiry after it finishes, reading the full tag list at that moment. So a tag you create during a call is still used for that call — but a tag created after an inquiry has already been processed isn't applied to it retrospectively. Tag that one by hand.

Why isn't my customer tag triggering notifications?

Notification rules only match on inquiry tags — customer tags organise and filter customers, they don't alert anyone. If you want an alert, build the rule on an inquiry tag. Rules are read at the moment Sophiie sends the notification. For a call that's straight after the inquiry is captured; for a follow-up SMS on a conversation already running, Sophiie waits about 15 seconds so a quick back-and-forth doesn't fire several notifications. Either way, a rule saved after a notification has gone out won't resend it.

Can I put multiple tags on one call or customer?

Yes — both customers and inquiries can carry as many tags as you need.

How many tags can I create, and do they show up in reports?

There's no limit on how many tags you can create — the Tags page shows 12 at a time. One thing to know: if you have more than 500 customer tags, Sophiie only considers the 500 newest when she tags a call. Tags are for filtering and notification rules; they don't feed any reporting.

Need More Help?

If a tag won't rename or delete, or your notifications aren't firing, ask Sophiie Assistant in your dashboard first — she can guide you or make the change for you. Still stuck? Email support@sophiie.ai or call +61 7 5620 4640.