How Does Automated Tagging Work?

Automated tags are labels that are automatically applied to a conversation based on triggers configured in your Mobile Service Cloud environment. Typically, these settings are managed and maintained by your Mobile Service Cloud administrator.

The Mobile Service Cloud uses keywords associated with a tag to automatically apply it to a conversation. Tags can be added in two different ways: through an opt-in or opt-out mechanism.

Opt-in

Tags added via the opt-in option require an action from you. Based on the keywords detected, the Mobile Service Cloud predicts there is a reasonable likelihood that the tag should be applied. To add the tag, simply click the + icon. If you do not manually add the tag, it will not appear in reporting.

Opt-out

Tags added via the opt-out option do not require any action from you. The Mobile Service Cloud predicts with high confidence that the tag is relevant based on the keywords detected and applies it automatically. If the tag is incorrectly applied, you can remove it by clicking the x icon.

If you notice a recurring pattern of incorrect tag suggestions, please inform your Mobile Service Cloud administrator so they can fine-tune the settings.

Configuring Auto-Tagging

Would you like to configure auto-tagging for your contact center? You can find all the information you need in the "Advanced Triggers" section of the Knowledge Center.