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Use AI Tagging when you want different reply rules for different topics. Use handover guidance for a short list of escalation scenarios. Use email filters for known senders, domains, or subject text.

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Use AI Tagging

AI Tagging is the recommended method when your team already categorizes tickets. It also works when you do not want some topics to receive any AI reply. AI Tagging supports Intercom, Zendesk tickets, Freshdesk, Freshchat, and Gorgias. It does not support Zendesk Messaging or HubSpot.
  1. In the Dashboard, go to AI Agent Setup > AI Tagging.
  2. Import a field from your helpdesk, or add the tag values in My AskAI.
  3. Review the description for each value. The description tells the AI agent when to apply the value.
  4. Set each value to allow direct replies, create Notes, or block replies.
  5. Test each rule before you enable direct replies.
Use the setup method for your helpdesk:
  • Intercom imports List-type conversation attributes.
  • Zendesk tickets imports tags or custom ticket fields.
  • Freshdesk imports tags or custom ticket fields.
  • Freshchat imports conversation properties.
  • Gorgias requires you to add the tag names and descriptions in My AskAI.
Echo can explain this setup, but it cannot create AI Tagging rules. Read the detailed setup guide for Intercom, Zendesk tickets, Freshdesk, or Freshchat.

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Use handover guidance

Use handover guidance when you have a short list of topics that must always go to a person. Examples include legal issues, safety complaints, or cancellation requests.
  1. In the Dashboard, go to Improve > Guidance.
  2. Add handover guidance for each scenario.
  3. State when the AI agent must hand over.
  4. State what the AI agent must tell the customer.
  5. Test the guidance with Echo or Improve > Test.
Handover guidance works with all supported helpdesks. You can ask Echo to create or edit this guidance. For a process that must collect information before handover, create a Task. For more details, read Guidance.

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Use email filters

Use email filters only for email channels. The filter can match a sender email address, a sender domain, or words in the subject.
  1. In the Dashboard, go to AI Agent Setup > Customize.
  2. Find Block certain emails e.g. spam.
  3. Add the email addresses, domains, or subject keywords.
  4. Save the advanced settings.
  5. Send a matching test email and confirm that the AI agent does not reply.
You can also ask Echo to add these filters. Read Spam filters for more details.