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.
When creating a new rule, select the event "A customer sends any reply".
Then, in the conditions for your rule, select Message Content, and define the keywords you want this rule to target.
Then, choose the action Tag conversation. Save your rule, and you're good to go!
It would be great to also apply those 240 tags to both FIN and email. Please help! Thanks!
Best answer by conor
@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.
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.
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.
@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.
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