Add Tag to Case

Adds a tag you select to a caseClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. based on source, status, or queue.

Contact center administrator Akela Wolfe wants to tag cases based on their content. These tags can be used for tracking and reporting purposes.

To accomplish this automated process, Akela creates a message created trigger with the following conditions:

  • Content contains: Allows her to specify the words, strings or regular expressions that will be tagged.
  • Case direction: Allows her to specify which cases will be tagged based on if they are inbound or outbound.

Then, she creates the Add tag to case job and adds it to the trigger. With this configuration, any case in the defined direction that contains a string he defined is tagged.

Create This Job

  1. Click the app selector and select ACD.

  2. Go to Digital > Automation Jobs.

  3. Click Add.
  4. Enter a Name that describes what the job does.
  5. From the Action drop-down, select Add tag to case.
  6. Select a Tag from the drop-down. The list only displays existing tags. Stop this process and create a new tag if you don't see one you want to use.
  7. Click Save.

Add The Job to a Trigger

  1. Go to Digital > Automation Triggers.

  2. Locate the trigger you want to assign this job to and open it.

  3. Click Add existing job.

  4. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
  5. Click Add.