Add Tag to Message

Adds a tag that you select to a message based on source, status, or queue.

Contact center administrator Akela Wolfe wants to tag messages 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.
  • Message direction: Allows her to specify which messages will be tagged based on if they are inbound or outbound.

Then, she creates the Add tag to message job and adds it to the trigger. This means every message 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 message.
  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.