Best practices: Tag Systems for Automations

Within Kustomer, there are many ways to automate the smallest processes to help your teams work more efficiently and effectively. Automations can be used to help route conversations to the correct teams, segment conversations to help with reporting, handle escalated or spam interactions, or assist with other platform efficiencies in a similar way.

Conversation Tags can be added to conversations using Business Rules or Workflows. Due to their simplicity, tags are one of the fastest ways to enable your agents to process conversations efficiently so they can handle more interactions day-to-day.

Triggering Automations with Tags

Before going into specific examples of tag-based automations, it would be helpful to speak on how we would configure a Business Rule or Workflow to trigger when a specific tag is added to a conversation. This post assumes you understand the basics of these features within your platform. The articles linked directly below can help with a broad overview of these features to assist with a basic understanding of how they function!

Business Rules: https://help.kustomer.com/en_us/using-business-rules-ryNxsxQEI

Workflows: https://help.kustomer.com/en_us/workflows-overview-HJFVTZhzz 

Tag Automations in Business Rules

Within Business Rules, you would want to set the rule to be triggered on all updates. From there, you only need to add one condition under the ‘match ALL of the following’ header:

[Conversation] [Tags] [Changed From] [Did Not Contain] [YourTag] to [Contains] [YourTag]

With your Business Rule trigger set appropriately, it would look something like this:

This trigger will run the business rule at the time the tag is added to a conversation. From this trigger, you are able to configure the actions of the rule to anything that suits the process you are looking to automate. As an example, the actions in the Business Rule below will accomplish the following:

When the [Wrap Up - Support] tag is added to a conversation …

  • An email will be sent to the customer thanking them for their time and informing them that their conversation will be closed.

  • The conversation’s status will be marked Done.

  • The ‘Reason for Contact’ custom conversation attribute will be updated to a value of ‘Support Request’.

  • The [Wrap Up - Support] tag will be removed from the conversation.

Another possible use for tag automations with a business rule could be to mark conversations as SPAM. This “SPAM” tag can trigger several updates to remove the conversation from the user and mark it as complete. A variation of the business rule below would accomplish this process. Like the business rule above, the update triggers when a tag is added to a conversation and from there, the conversation is updated and marked as done.

Tag Automations in Workflows

Similar to business rules, tag automations can be leveraged in workflows as well. To accomplish this, we will need to create a workflow that triggers conditionally when a specific change is made. To create a workflow accomplishing the same process as the business rule above, we would want to configure this new workflow in the following way:

Since adding a tag updates a Conversation, this workflow should start by triggering a Kustomer Conversation Updated event.

From there, add a condition step. This condition should be checking for if the specific tag was added. To do this, you can build out a reference to the specific event change from the trigger, with one of the following:
 

  • /#steps.1.changes.attributes.tags.before [Does Not Contain] [ID of Added Tag]

  • /#steps.1.changes.attributes.tags.after [Contains] [ID of Added Tag] 

To find the ID of the added tag, you can edit the tag and look in the browser URL. At the very end of the URL will be the tag ID; which you can use as a reference in the condition steps above.

Once complete, this condition step will look something like this:



Now that we have our condition set, you can then run all of the workflow action steps needed to send an email to the customer and update the conversation. In this case, we will add a Postmark Message Send step to send a message and a Kustomer Conversation Update step to update the conversation with the appropriate information.

Finally, a Kustomer Remove Tags step can end the workflow. During this step, reference the same conversation that triggered the update and specify the same tag to be removed. This will remove the tag once the workflow is complete so it can be added again in the future.

Another possible use for tag automations with a business rule could be to escalate conversations to a more specialized team. This “Escalations” tag can trigger several updates to remove the conversation from the user, requeue it in an Escalations queue, set a higher priority, and add a note saying it was escalated.. A variation of this workflow would accomplish this process in most types of situations. 

If you have any general questions about how to better understand automations as a whole, or need assistance with debugging an issue yourself, feel free to reach out to support@kustomer.com or visit our knowledge base at help.kustomer.com.