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Email Priority Tagging

Overview

This feature utilizes a ​​dual-engine system combining AI-powered judgment and customizable rules​​ to accurately identify email urgency levels, enabling support teams to focus on high-value requests and boost response efficiency.

​​1. AI Intelligence Engine​​

Powered by deep learning and multi-dimensional semantic analysis, the system operates like an experienced agent to automatically prioritize emails. It:

  • Detects intense customer sentiment in real-time (e.g., anger or anxiety), ​​flagging complaints and refund requests as top priority​​;
  • Identifies critical demands (e.g., "URGENT", "deadline today", "terminate contract") via NLP;
  • Predicts required response timelines by analyzing historical behavior patterns.

​2. Custom Rule Engine​​

Configure ​​multi-dimensional rules flexibly​​ based on your business needs. When an email arrives, the system:

  • Scans content and matches it against preset rules (keywords, sentiment, sender identity, etc.);
  • Accurately labels ​​High/Medium/Low​​ priority levels;
  • Helps teams instantly spot critical emails (e.g., complaints, refund requests, or highly negative messages)

User Guide

Enable AI Engine​

Path: Customer Service > Customer Service Management > AI Customer Service → Click on the gear icon higlighted below to enable the AI Engine.

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Custom Rule Engine

Path: Customer Service > Customer Service Management > Rules Management → Click "Create Rule" in the top-right corner.

Below is an example showing how to tag emails containing complaints, refund keywords, or strong negative sentiment as High Priority.

Step 1: Add Basic Information

  • Rule Name: Customize a name, e.g., Tag High-Priority Complaints/Refunds/Negative Emails.
  • Scenario: Select “When a new email is received".

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Step 2: Set Trigger Conditions

Logic: Choose Match ALL (all conditions required) or Match ANY (one condition suffices).

For this example, select 【Match ANY】.

Condition Field Logic Value Notes
Email Subject Contains complaint/refund/urgent Triggers on subject keywords
Email Body Contains complaint/chargeback/bad review Triggers on body keywords
Sentiment Contains Very Negative Flags strong negative sentiment

This is how it looks like after all conditions are set up.

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💡 Tip: The same condition field supports input of multiple values. Press Enter to confirm after entering each value.

Step 3: Set Priority Level

  • Assign Priority: Select 【High】.
  • Mark Time：By default, mark the priority immediately if any condition is met.

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Step 4: Preview and Save

  • Preview: Verify if trigger conditions (keywords/sentiment) and action (priority level) have been correctly set up.
  • Save: Click "Save" button.

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View Tag log

You can view the priority status directly in your email list. see below:

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Editing or Deleting Rules

  • Edit: Click "Edit" in the Actions column to update the details and then save.
  • Delete: Click "Delete". Rules stop working immediately upon deletion.

FAQs

Q1: Why isn't my rule working?
A1: Please check:

  • Keywords: Emails must exactly match configured words (case-sensitive!).
  • Logic: Confirm All Conditions/Any Condition is correctly set.
  • Sender/Recipient: Ensure emails match configured addresses.

If the issue persists， please Contact support.

Q2: How are conflicts handled if multiple rules tag the same email?
A2: The newest rule takes priority.
Example: Rule A (Medium) + Rule B (High) = Email tagged as High.

Q3: Will historical emails be re-prioritized?
A3: No. Rules only apply to new emails received after the rule is set up.