Assign labels to chats

Overview

The Assign Labels to Chats automation allows you to automatically tag customer conversations based on specific keywords. This helps categorize chats for better organization and enables you to track trends in the Analytics Dashboard.

For example, you can automatically assign a "Refund" label when a customer mentions "Refund", "Money back", or similar phrases. This makes it easier to monitor and analyze refund-related inquiries over time.

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How to set up label automation

1. Go to Basic Automations – Navigate to the Basic Automations tab in the side navigation.

2. Click "Create New Automation" – This will open the automation setup.

3. Select "Assign Labels to Chats" – This option enables automatic labeling based on keywords.

4. Choose Messaging Channels – Select the channels where this automation should apply.

5. Enter Trigger Keywords – Add words or phrases that will trigger the label assignment.

   • You can also use AI variables such as "Address" or "Mobile Number", ensuring the label is applied when relevant information is detected.

6. Assign a Label – Choose which label should be applied when a keyword is detected.

7. Name Your Automation – Give it a recognizable name for easy reference.

8. Click "Create Automation" – The system will now automatically assign labels when a customer’s message contains a specified keyword.