🏷️ The Siena tags

Siena employs a set of standardized tags to streamline your help desk interactions, making it easier for you to locate conversations handled by Siena.

• handled-by-siena : This tag is automatically added when Siena responds to a customer in a live conversation.
• assisted-by-siena : Added when Siena responds to a customer using an internal note.
• siena-follow-needed : Added when Siena provides a partial answer to a customer and escalates the message to the team or manager. This is due to the AutoQA feature.
• siena-smart-delay-awaiting : This is the tag specific to Thinking Time. If you have Thinking Time enabled, this tag is automatically added the moment the message is received. Then it gets automatically removed once the delay time window ends.

Leveraging Standard Tags in Your Help Desk

We suggest setting up a custom view in your help desk for each of these auto-tags. You can group all conversations where Siena has responded to a customer in a live conversation, has responded to a customer using internal notes (especially useful during the implementation phase), or all escalated tickets by Siena. 

Remember, if you have any further questions or need assistance, our Customer Support team is always ready to help. Don't hesitate to reach out to us!