AI Categorisation and Tagging

Function description

Avoid misclassification of incoming emails and speed up your response time. Using historical data, our AI will automatically categorise and fill in ticket statuses, ensuring that emails always reach the right people.

This function can be enabled on any email queue and you can define what categories and statuses should be a subject of this proccess.

After a new incoming e-mail arrives (that has not yet been assosiated with an existing ticket), AI will review its content and choose the right catgory and status, based on historic categorisation from your users.

Note: Email routing rules have higher priority and can overrule this automatic categorisation.

Licensing and Setup

Licensing

AI Categorisation and Tagging consumes 1 Power Pack token for every category and status per activity analyzed. Administrators can manage licences in the Licensing Module under the Add-ons Tab.

Setup and Configuration

1. Enable the AI Categorisation and AI Statuses in any email queue settings.

2. Choose what ticket Categories and Statuses should taken into account.