Conversation Tags

Quickly flag important messages

Overview

Conversation tags allow teams to categorize and prioritize guest messages, ensuring that important issues are identified and addressed quickly. Tags are used to mark specific situations such as "Early Check-In Requests," "Access Issues," "Broken Appliance," and "Refund Request," enabling teams to promptly respond to guest needs.

By tagging these messages, teams can easily filter, organize, and prioritize conversations based on the nature of the guest message.

Workflow

Conversation tags are applied to messages as they come in, allowing your team to be notified about critical guest concerns. Once a tag is added, your team will be notified you for prompt attention.

Tagging Messages

• Automatically Tagged Messages: As guest messages arrive, the AI will tag the message with a conversation tag when it is relevant.

• Manually Tagged Messages: Team members can also manually apply relevant tags to a conversation in the sidebar of that guest conversation. This helps streamline the workflow by categorizing issues right away.

View Your Inbox by Tags

In the inbox, you can view conversations with tags using three convenient options:

• Shortcuts: Use "shortcuts" on the sidebar for quick access to tags, making it simple to jump to messages related to conversation tags. This is helpful for teams who always want to view their inbox by "Broken Appliance", for instance

• Filters: Team members can filter conversations when needed using filters. This allows for easy management of multiple conversation categories without configuring a permanently quick filter

• Dashboard: The dashboard provides an overview of conversations with outstanding tags, such as urgent guest needs. This gives your team a clear view of the current status of important inquiries.

Set Up

You can easily create, edit, and manage tags that are specific to the types of messages or problems you frequently encounter.

1. Go to Settings:

   • Navigate to Settings > Conversation Tags. Here, you'll see an overview of your current tags, including default ones like "Broken Appliance," "Guest is Unhappy," and "Emergencies."

2. Create a New Tag:

   • To add a new tag, click the New Tag button.

   • Enter a Tag Name that is short and descriptive, for example, "Maintenance Issue."

   • Provide a Tag Description that explains when this tag should be used, such as "When a guest says something is broken or not working."

3. Set Escalation Levels:

   • Choose the Escalation Level for the tag. Tags marked as "Urgent" will block the AI from responding when on autopilot and escalate the conversation to a human team member.

4. Add to Dashboard (Optional):

   • After setting up the tag, click Add to Inbox Dashboard to make this tag visible on your team's dashboard for easy access. This ensures that high-priority tags are readily available and can be monitored closely.