How REP AI tags handoff tickets with rules you write
REP AI tags every handoff ticket by what the shopper actually asked about, using rules you write as plain sentences, so your helpdesk knows where it goes. Set the rules up under AI Behavior > Support skills > Human handoff; every ticket also gets a rep tag and a channel tag, REP picks at most one rule, and the tags land on the ticket in Gorgias, Zendesk, Rep Inbox and more.
Chapters
Transcript
Tags on every handoff
REP tags every handoff ticket by what the shopper actually asked about, so your help desk knows where it goes. Two tags are always there, "rep" and the channel the shopper came from. Everything past that you describe.
Write a rule as a sentence
A rule is a sentence, not a keyword list. REP judges by meaning, so "stop my order" and "I changed my mind" land in the same place.
REP reads and picks one
At handoff, REP reads the whole conversation and checks it against your rules. REP picks one rule at most, and when nothing fits, that's an answer too, not a guess.
Tags land on the ticket
The tags arrive on the ticket itself, so the routing rules you already run can pick it up from there.
Common questions
Can REP AI tag tickets when it hands a conversation to my team?
Yes. Every handoff ticket gets a rep tag and a channel tag, plus the tags of at most one rule you wrote, chosen by what the shopper actually asked about.
Do REP AI ticket tagging rules need keyword lists?
No. A rule is a sentence describing when it applies, and REP judges by meaning, so different phrasings of the same request land in the same place.
Which helpdesks get REP AI's ticket tags?
The video shows the tags landing on the ticket in Gorgias, Zendesk, Rep Inbox and more, where the routing rules you already run can pick them up.
See it working on your own store.
