Tag segmentation

If your mailbox manages support for multiple products or services, you might want to segment which replies are used as examples for a specific support ticket. This allows SupportAgent to discern which responses should be used as templates when searching for relevant information in your historical replies.

Suppose you're selling Pants and T-shirts. You've created a workflow that applies a tag—either "t-shirt" or "pant"—based on the type of support query you receive.

By default, SupportAgent uses all historical replies when searching for relevant information.

With Tag Segmentation, you can instruct SupportAgent to only use historical replies tagged as "t-shirt" when drafting a response for a ticket tagged with the "t-shirt" tag.

To do so, head over to the settings page of your mailbox and check the tags that you wish to segment.

When a tag is checked, only historical replies with the same tag will be used as an example.

In our example, if a ticket contains the tag "t-shirt", only historical tickets containing the "t-shirt" tag will be used as an example.

If a ticket contains more than one checked tag—for instance, if a ticket contains both "t-shirt" and "pant"—then only historical replies that also contain both of these tags will be used.

Here's a small illustration to help understand which replies are used depending on the tags attached to the incoming support ticket.

To ensure the best results, make sure all your historical replies are correctly tagged.