Introduction
Once tagging is enabled, Yablo Genius automatically compares the content of incoming messages with the available list and chooses the most suitable tags. With minimal configuration, Yablo Genius generally excels at accurately applying the most relevant tags.
There are however a number of best practices you can take into account to improve the accuracy of auto-tagging by Yablo Genius. These best practices are described in this article.
Be specific
You may come across a situation where a specific tag is assigned to numerous messages. This could be due to the tag having a broad meaning, leading it to apply to a wide range of messages. In such instances, consider renaming the tag to provide a more specific and narrow meaning.
Consider a scenario in which you aim to categorize messages specifically addressing issues with invoices. Consequently, you've introduced the tag "invoicing." However, you'll observe that Yablo Genius applies this tag to messages related to invoicing overall, not solely those indicating problems with invoices. To enhance the precision of auto-tagging, it is advisable to rename the "invoicing" tag to something more specific, such as "invoice problem" or "incorrect invoice."
Add context to tags
Frequently, Yablo Genius can deduce the significance of a tag based on its title alone. However, when utilizing uncommon or business-specific tags, this might not hold true. In such instances, you can provide additional information for these tags, offering Yablo Genius more context on when to apply them.
Yablo Admins have the option to navigate to the Tags section within the Admin Console. In this section, they can enter relevant information in the description field for each tag, detailing the circumstances under which the tag should be applied. Yablo Genius incorporates this supplementary information when assessing potential tags for application.
Keep refining
Commencing with a restricted set of tags is advisable, and it's beneficial to continuously expand and refine them based on your experience with how Yablo Genius interprets and applies these tags.
Incorporate additional tags into your existing set as new messages arrive. You can effortlessly create and include a new tag in the conversation, and thereafter, Yablo Genius will consider this fresh tag for incoming messages.
If you find that certain tags are absent from the conversation, assess whether they need refinement for greater precision or if additional context should be added to enhance their relevance.
Get a better understanding
Yablo Genius provides a rationale for adding specific tags to each conversation. You can leverage this motivation to gain insights into the decision-making process of Yablo Genius and utilize this information to enhance and fine-tune your setup.
To view the motivation, navigate to the activity feed of the conversation. Hover over the Yablo Genius icon next to the "Tags XXX added by Yablo Genius" section.
Restrict tags
Yablo Genius automatically utilizes all tags defined in your account by default for selection. If there are specific tags you want to exclude, you can narrow down the tags considered by Yablo Genius by creating a list of allowed tags.
Go beyond topical tags
Tags are often used to indicate the topic of a message. For instance, a tag "order request" to indicate that a customer makes an order request, a tag "bug report" to indicate that a user makes a notice of a possible problem, etc.
Utilizing Yablo Genius allows you to take an additional step by introducing tags that convey the intent or emotion behind a message. Here are some tags you may want to contemplate:
- #sales opportunity, #risk of churn
- #requires reply, #reminder
- #happy, #frustrated, #angry