Tags help us understand what topics are top of mind for you and the company so we can deliver insights on what matters most. And nonetheless, where search is weak or poor, tags are going to be your best buddy.

Tags are automatically assigned to interaction as it is being processed. For example, you can create a category called “FEATURES” with a tag called “KEYWORDS” allowing you slice-and-dice both the “FEATURES” category in its entirety or only interactions specifically featuring “KEYWORDS”.

Who will see what and when?

Categories, tags, and keywords are shared across the entire organization and, at the moment, only account admins can manage tags.

Therefore it is best to brainstorm together with other individuals in the organization to make the tag collection (including categorization and alternative keywords) have good coverage of the topics of interest.

Better yet, per your request, Akooda can recognize frequently discussed topics within your organization and recommend unlisted tags to ensure minimal blind spots.

NOTE: Any changes in tags can take up to 24 hours to be fully processed and assigned to your interaction data.

What's the difference between these three in Akooda?

In the next section we’ll explore how to organize topics for your company, but before we begin let’s review the reasoning behind the 3-level hierarchy.

In general, categories are words or phrases that you can associate with tags to organize them around common themes. We recommend being more selective with how many categories you create. For example, features, customers, projects, technologies, etc.

Tags can be used more liberally and associated with one or more categories, based on what you find interesting to track and what matters are being discussed. So if we take a “FEATURES” category as an example, as we at Akooda started working on the “KEYWORDS” scope we also made sure to add it as a tag.

Oftentimes, companies have their own lingo. This is where keywords kick in. Basically, whenever you have multiple words to describe the same thing you can specify them under the tag "KEYWORDS". This can include the word, its abbreviation, different spelling, conjunction, order, etc. Following up on the example above, some people here referenced our “KEYWORDS” scope as “SYNONYMS” and so we made sure to list both words.

NOTE: Keywords are only visible to account admins and are meant to help your organization group together similar phrases for the same topic. They will not be shown per tags throughout the platform and data cannot be broken down by keywords.

How do I create, edit or delete?

As an account admin, head over to the “Tags” page under your account settings to start managing your organization’s topics.

NOTE: Categories, tags and keywords are shared and shown to all of your organization users on Akooda. Be mindful as you create, edit or delete them.

You can create as many new categories and tags as you wish. There are two buttons located at the top of the page to get that done.

To make it easy for you, as you add a new category you either select existing tags or create a new one on the fly. Any tags created this way will have one keyword predefined, which will match their name.

You can always create new tags, each with a list of keywords that usually symbolize the same topic for which Akooda will look for and associate with it as we process your interactions. Make sure to associate tags to the relevant category to easily group them throughout the platform.

Each category created will have its own row in the table found on the “Tags” page, whereas clicking on the “pencil” icon will allow you to change the name and any of the associated tags.

To edit a tag, simply hover over it and click to change its display name and its associated keywords. You can either do it from the table, or by scrolling down to see an alphabetical list of any of the tags available in your organization collection - whether they are associated with a category or not.

Associating tags to categories, as well as keywords to tags, can be done from the same edit screen mentioned above.

Click the “trash” icon on the left side of a category row to delete it. Note that this action is irreversible and will unassign all of its tags. If the tags were not associated with another category and no longer serve a purpose for your organization, then we recommend scrolling down and deleting them as well.

To do so, much like the editing process, hover and click on the tag and then “Delete”.

Anything else I should know before getting started?

If you aren’t sure where to put a tag, we recommend creating it and leaving it as “Unassociated” for a lack of a better parent group. That way, other acount admins will be able to see what’s been associated and associate it if they find a suitable category. Moreover, other users will still be able to search or filter that tag even so.

Akooda categories observe the following conventions:

Akooda tags observe the following conventions:

Akooda keywords observe the following conventions:

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