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Auto-tagging reads new tickets and applies tags based on the tag descriptions you define. Auto-tagging is configured from the native tag settings, not from Classic AI. Open tag settings

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When to use it

Use auto-tagging when tags depend on the meaning of the customer message, such as:
  • return or complaint
  • cancellation
  • product question
  • order question
  • payment issue
  • delivery or shipping issue
Use rules instead when the condition is exact, such as channel, sender, status, or another fixed property.

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Set it up

1

Create the tag

Create the tag you want to apply automatically. Learn more in Tags.
2

Open tag settings

Open tag settings, then select the tag.
3

Describe when to apply it

Add a clear description of when the tag should be used.
4

Review new tickets

Check the first automatically tagged tickets and adjust descriptions when matching is too broad or too narrow.

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Best practices

  • Write descriptions in customer-language examples.
  • Avoid overlapping tag meanings.
  • Start with a small set of high-volume tags.
  • Use inbox views to review newly applied tags.
  • Prefer rules for exact conditions and auto-tagging for topic detection.
  • For spam, describe unsolicited outreach clearly and keep a review view — see Spam.