I am looking to apply a tag automatically when certain agents manually create a new conversation/email.
I understand that there is the ability to use the ‘When’ rule for when a ticket is created but we do not currently use tickets. Agents only create outbound conversations/emails so this filter will not apply.
I wanted to use the filter ‘when a customer starts a new conversation’, specifically because in the subtext it mentions that it triggers when a new conversation is started. I am looking to confirm if that also applies to agents creating a conversation, or does it have to be the customer who creates the conversation in order for the inbox rule to fire properly?
If the ‘when a customer starts a conversation’ does not also apply to conversations created by agents, what recommendations are there to auto-apply tags when certain agents/teams create a new outbound chat or email?
Thank you and please let me know if there are any questions.
Best answer by Daniel M15View original
Paul here from Intercom Support!
It is not currently possible to automatically tag messages sent from the Inbox in this way but I'd be happy to flag this as a feature request with the product team with the above use case!
Let me know if you’d like to leave any other details with this request 🙏
Any further info I can pass along to the product team would be helpful for the request 🙂
@Ethan! Daniel from Customer Support Engineering here 🔧
The ‘when a customer starts a new conversation’ will not work here. To achieve this, you would need to set up a webhook for the conversation.admin.single.created topic to detect when an admin initiates a conversation, and use the Add tag to a conversation endpoint to automatically apply a tag, using the ID of the conversation from the payload that’s returned from the webhook. You may require developmental resources to implement this.