How to auto tag email and FIN's conversation with our internal tags or keywords?

Hey! That’s the current approach, yes - what are you using those 240 tags for? Are they all in a single list, or are they in separate lists? 

If you’re using them to categorise conversations for routing and reporting,  then you may want to hold on for a short while because Fin-based auto-categorisation is in closed beta, and could be worth testing out as a part of a solution.

Looking forward to hearing more! 

Conor

hey ​@conor thanks for getting back to me. 

What’s the current approach? This? Under Settings > Inbox Automation you will find Inbox Rules. From here, you can create a new rule to tag a conversation if it contains certain keywords.

I can’t find exact settings form our UI as I think he instruction was from 4 years ago. Can you find the exact settings above? 
I think we need to clean out some tags. 240 tags are a lot. 

Fin-based auto-categorisation is just for AI agent for chat, right? We don’t use FIN for email right now. 

Have you tested Fin-based auto-categorisation? I’d love to hear about your experience. 

​@Annica Lin Ah sorry, I should have been more explicit - the current approach for auto-tagging would be using workflows (eg: as part of the assignment to a specific team). That would be a very involved setup for 240 tags in a single list.

I haven’t tested out Fin-based categorisation yet (closed beta means that it’s invite only!), and I don’t know if it applies to only or email too - great question. 

One thought: if you do have high-level groupings of tickets (eg: bug, feature request, sales, marketing, partner etc) then you could use a workflow to automatically categories the first level, and then have an agent manually categorise the next level (eg: Bug > iOS, or Feature Request > Reporting & Analytics). You could set that up with the new conditional attributes.