Intercom (Tagging)
Automatically tag your tickets and conversations in Intercom with custom tags and sentiment scores.
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Automatically tag your tickets and conversations in Intercom with custom tags and sentiment scores.
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It can take hours of repetitive work to tag and categorize your support tickets and conversations each month.
But now your AI agent can automatically do this classification and categorization for you, directly in Intercom, accurately and consistently, so you can focus on understanding what your customers are asking and how they are feeling.
To set up your tags in Intercom, go to AI Agent Setup > Auto-Tagging and click Import conversation attribute.
Select your attribute from the dropdown list of options (imported from Intercom) and click "Import attribute"
Once you have reviewed the descriptions for each attribute and checked they are correct then you can turn on the auto-tagging.
You will then see your tags auto-applied in Intercom. If you feel any tags have been applied incorrectly, review the description for each tag to ensure it is clear.
It costs $0.05 for each attribute per ticket, this will be an add-on to your existing subscription and charged at the end of each billing period.
For example, if you were to have 3 attributes (tags) applied to a ticket, this would cost $0.15 for that ticket, if just one attribute needs populating it will be just $0.05 for that ticket.
You can use your own custom tagging, categories, reason codes or groupings when tagging your Intercom emails or conversations.
The tagging will be captured in up to 3 Intercom attributes you define, for each conversation or ticket, or within the ‘Tags’ field if you don’t use custom fields.
You can use Intercom's reporting to interrogate and report on your tags and sentiment scores to see which and how they are changing over time.
We would recommend using fewer than 200 options for your attributes.
Your Auto-Tagging isn't automatically kept in sync in Intercom, so if you add or remove a field or tag in Intercom, you will have to do the same in My AskAI and vice versa (make sure the value name matches exactly).
Alternatively, you can just remove and re-add the attribute in My AskAI for it to re-sync, although be aware that descriptions will be re-written (in case you have changed many of them).
If your attributes aren't being applied to pre-existing fields it may be because your fields don't match.
If you are using a custom field with pre-set values in Intercom, you must ensure you use the attribute name from within Intercom exactly.
To turn off or pause your Auto-Tagging, go to AI Agent Setup > Auto-Tagging and scroll to Pause tagging, then toggle the switch to the 'paused' position.
