Summary
Tags and Auto-Tagging in the Loop Experience Platform by Benbria provide a structured framework to categorize, route, and report on incoming feedback and multi-channel conversations. By assigning tag categories and associated keywords, platform owners and administrators can automatically label incoming customer interactions across the Unified Inbox and Survey Projects, enabling rapid issue escalation, root cause tracking, and precise analytics.
Prerequisites & Permissions
Primary Audience: Owners and Account Administrators.
Permissions Required: Requires Account Admin privileges to configure tag taxonomies, define keyword dictionaries, and set auto-tagging automation rules in Admin / Settings.
Technical & Operational Details
1. Core Concepts: Tags & Keywords
Tags: Standardized labels applied to conversations or survey responses to identify operational themes (e.g.,
F585-Clinical-Care,Staff-Conduct,Dining-Dietary,Environment-Facilities).Keywords & Phrases: Specific words or expressions (e.g., "unanswered", "cold food", "rude", "plumbing leak") associated with a tag category that trigger automated classification.
Manual vs. Automatic Application: Staff can manually attach tags directly within conversation threads or survey response details, or the platform can apply them automatically upon submission based on predefined rules.
2. Auto-Tagging Workflows
Auto-Tagging uses keyword matching algorithms to evaluate incoming text comments in real time:
Trigger Conditions: When a submitter’s comment contains one or more keywords defined in your keyword dictionary, the platform attaches the corresponding tag category automatically.
Automated Escalation & Ticketing: High-severity keywords (e.g., "stolen", "retaliation", "choking hazard") can trigger immediate actions, such as generating urgent priority tickets, alerting department leads via SMS/Email, and initiating SLA response timers.
Reporting & Compliance: Automatically tagged responses populate cross-location analytics dashboards (such as QAPI or compliance reporting) without requiring manual data entry from frontline staff.
Configuration Guidelines
Step 1: Access Tag Taxonomy Settings
Log in to the Loop Experience Platform.
Navigate to Admin / Settings from the main left navigation menu.
Under Account Settings, click Tags & Keywords (or select Taxonomy Settings).
Step 2: Define Tag Categories & Keywords
Click + Add Tag Category.
Enter a standardized Tag Name (e.g.,
F585-Dining-Dietary).Set the Trigger Criteria to define when this category should apply (e.g., Safety hazards, unaddressed dietary restrictions, or meal quality failures).
In the Associated Keywords & Phrases field, enter relevant terms separated by commas (e.g.,
wrong meal,cold food,allergy,choking hazard,spoiled).Enable Auto-Tagging
Click Save.
💡 TIP: Review and update your keyword dictionary quarterly to include local slang, common typos, or newly identified operational terms to increase auto-tagging precision.
⚠️ NOTE: Auto-tagging rules execute instantly upon response or message receipt. Modifying keyword triggers will apply to all future submissions but will not retroactively re-tag past historical records.
Frequently Asked Questions (FAQs)
Q: Can multiple tags be applied to a single survey response or conversation?
A: Yes. If a customer comment contains keywords matching multiple tag categories (e.g., mentioning both "cold food" and "rude staff"), the platform automatically attaches all relevant tags to the record.
Q: What happens if a submitter's response does not match any keyword in the dictionary?
A: Submissions without matching keywords pass through without an automated category tag. They can still be tagged manually by staff during inbox review or ticket handling.
Q: How do tags impact dashboard analytics?
A: Tags serve as primary filter dimensions across Dashboard Projects and Survey Insights, enabling administrators to track trendlines, spot operational hotspots, and compare root cause frequencies across physical locations.