How do you adjust Tags automatically being placed on messages?

  • 5 March 2024
  • 1 reply

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We have multiple tags relating to our business and when customers are messaging us through. When customers send a message to us. It can appear with multiple tags that aren’t relevant to the request. For example: Messages are being tagged as an issue with the app and going to Tech when in reality they’re mentioning they’re having a payment issue on the app which needs to go through to billing. Is there a way to flag multiple keywords in a message before applying a tag to fine tune the flow of our messages?


Best answer by PhoebeatFront 6 March 2024, 04:53

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Hi! Phoebe with the Front team here. 

If tags are being automatically applied to a conversation, there is likely a rule in Front that is applying them. If the wrong tags are being applied, it’s likely that there is an issue with the rule setup. If the conversation lives in a shared inbox, you can see which rule added the tag by checking the activity history

If you’re still stuck on what’s happening, we recommend you reach out to our support team, and we’ll help investigate for you!