Label emails automatically
After the agent has written a draft, it picks whichever of your rules fits best and applies that label to the incoming email in your mailbox. In Gmail that is a label, in Outlook a category. So your own inbox shows straight away what needs attention.
Open the Labels tab
You find it on the email channel, next to When.
Add a rule
Under Label you enter what should be put on the email, Complaint for example. Under Apply when you describe in plain language when that label fits, such as: the customer is unhappy or files a complaint.
Add the labels you want to tell apart
Six at most. Think Complaint, Quote request, Invoice question.
Save
Click Save changes at the bottom. From then on the agent labels new messages.
Worth knowing
- No rules means off. As long as the list is empty, the agent labels nothing.
- A message gets at most one label: the agent picks the rule that fits best.
- When no rule clearly applies the message is left unlabeled. The agent does not guess.
- Labeling only happens when a draft was written too. So if you set rules on the When tab, emails that do not match them get no label either.
- The label goes on the incoming email, not on the draft.
- Labeling works with Gmail and Outlook. Not with a connection over IMAP.
- A rule with a description but no label cannot be saved.
You can then use the labels in your own mailbox as you always would, to build a filter or a view for example.
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