How does automated tagging work?
Automated tags are tags that have been connected to a conversation based on the triggers that are setup in your Mobile Service Cloud environment. Usually your Mobile Service Cloud administrator will configure and maintain these settings.
Based on the keywords that are connected to a tag the Mobile Service Cloud will automatically add a tag to a conversation. A tag can be automatically added by two different ways. An opt-in and opt-out option.
Opt-in
Tags that are added by the opt-in option require an action from you. Based on the keywords the Mobile Service Cloud predicts there is a decent probability that you should add this tag. Adding can simply be done by clicking on the + icon. If you do not manually add the tag the tag won't show up in reporting.
Opt-out
Tags that are added by the opt-out option don't require an action from you. The Mobile Service Cloud predicts there is a high probability that you want to add the tag based on the keywords. If the tag is wrongfully added you can delete it by clicking on the x icon.
Please notify your Mobile Service Cloud admin if you see a pattern in wrongfully suggested tags so the admin can fine-tune the settings.
Configure auto tagging
Do you want to configure your auto tagging for your contact centre? Find everything you need to know about auto tagging in the "Advanced triggers" routing section of the knowledge centre.