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Tags & topics

Label reviews with your own tags and define topics that AI detects in review text, to spot trends and drive automation.

Tags and topics both help you categorise reviews, but they work differently:

  • Tags are labels you (or your rules) put on reviews by hand — for example Follow up or Staff praise.
  • Topics are subjects that AI detects in the review text — for example Pricing or Wait time. On review cards and in filters they are called Themes, and each one carries its own sentiment.

Open Reviews → Tags & Topics in the sidebar. The page has two tabs: Tags and Topics.

Tags tab

Create tag

Enter a label in Tag label, pick a color (one of the presets, or the custom color picker) and click Add.

Tag list

Each tag is shown with its color, label and the number of reviews carrying it. Sort the list with Sort: By review count or Alphabetical.

  • Click the pencil to rename the tag or change its color.
  • Click the trash icon to delete it. The tag is removed from every review it is attached to. This cannot be undone.

You can also create a tag directly on a review card: click Tag and type a new name.

Topics tab

Create topic

"Topics are detected by AI in review text." Enter a label, for example Pricing, and click Add topic.

Topic list

Each topic shows its label and the number of reviews it was detected in. Under AI instruction you describe what counts as this topic — keywords, examples, edge cases. Click Edit, write the instruction and click Save. A clear instruction improves detection accuracy; a topic without one shows "No instruction yet — add one to improve AI detection accuracy."

Click the cross to delete a topic. It is removed from every review it was detected on. This cannot be undone.

Note: Topic detection runs as part of AI review analysis, which uses AI credits. If AI is unavailable for your account, new reviews are not analysed.

Where tags and topics are used

  • Reviews — the Tags and Themes filters, and the tag and theme lines on each review card. See Reviews.
  • Statistics — the Tags and Themes tables. See Review statistics.
  • Auto-replies and assignment rules — the Tags (any of) and Themes (any of) / Topics (any of) criteria. See Auto-replies and Statuses & assignments.