Tags and inbox handoff
A workflow can tag guests as they progress, and hand a guest to a human by opening a conversation in the inbox.
When you'd use it
To track guests through a journey and to escalate to staff when a personal touch is needed.
How it behaves
Along the way a workflow can add or remove tags, so the venue can group and track guests and build audiences from them. A label applied in a journey feeds straight into segments, keeping them current without manual upkeep.
It can also hand a guest to a human by opening a conversation in the venue’s inbox, so an automated follow-up becomes a real conversation a member of staff picks up. Inbox handoff from a workflow is rolling out.
Configuration and options
- Tagging
- Add or remove tags as a guest moves through a journey.
- Tags to audiences
- Labels applied feed straight into segments.
- Inbox handoff
- Open an inbox conversation for the team (rolling out).
Good to know
Tags applied here are visible to audiences and other workflows.
An inbox handoff turns automation into a human conversation without losing the thread.
Tagging is available today; inbox handoff is rolling out.