> ## Documentation Index
> Fetch the complete documentation index at: https://guides.robylon.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Tags & Canned Responses

> The Agent Productivity tools include Tags and Canned Responses, which help agents classify conversations and respond more efficiently.

## Tags

### What are Tags?

**Tags** are custom identifiers that human agents can add to chats for classification and tracking. They help in organizing conversations, reporting, and analytics.

### How to Use Tags

* Apply tags while handling a conversation to classify it (e.g., *Billing Issue*, *Refund*, *Technical Support*).
* Tags can be viewed and managed under the **Tags section** in the **Agent Productivity tab**.
* Multiple tags can be applied to a single conversation for precise categorization.

<Tip>
  Use a **consistent taxonomy of tags** across teams for accurate reporting and analytics.
</Tip>

***

## Canned Responses

### What are Canned Responses?

**Canned Responses** are preset replies that agents can quickly insert into chats, reducing response time and ensuring consistency.

### How to Use Canned Responses

* In a chat window, type **`/`** followed by the command to insert a canned response.
* Example: typing `/refund_policy` inserts the full refund policy text.
* This allows agents to provide **faster, standardized responses** to common queries.

### Adding a New Canned Response

1. Go to the **Canned Responses section** under Agent Productivity.
2. Click **Add a Canned Response**.
3. Define the **command** (shortcut text) and the **response** (full reply).
4. Save — agents can now use it immediately in chats.

<Note>
  Canned responses should be reviewed and updated regularly to reflect the latest policies and messaging tone.
</Note>

***