Automatically categorize your emails

Overview

If you're reading this, you're probably looking for a more automated way to obtain insights on your emails, and a better way to track the topics of your conversations and what your customers are contacting you about. You can use a combination of rules, canned responses, and tags to do just that!


Instructions

Step 1

Think about what you're aiming to learn by categorizing your emails. What are the categories and topics that you want to track?

Step 2

Create tags for each of these categories.

Step 3 (optional) 

Create canned responses for your team to use when handling frequently asked questions or common topics.

Step 4

Create rules to automatically tag conversations based on keywords that relate to the category you'd like to track.

For example:

  

If your team is leveraging canned responses, you can create rules which execute actions based on the canned response used. You can create a rule triggered by an outbound message, if the body of the outbound message contains your canned response. Use Body contains for your IF condition, and copy/paste two unique sentences from your canned response. In the example below, the rule automatically classifies your conversations (using tags) based on the content of your team's replies.

  

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