Herodesk

Introducing Tags and Smart Folders

Anders Eiler
Anders Eiler
Founder

Nov 15, 2023

Over the past weeks, we’ve been working on two new features that, when used together, are incredibly powerful: Tags and Smart Folders.

Introducing Tags and Smart Folders Over the past weeks, we’ve been working on two new features that, when used together, are incredibly powerful: Tags and Smart Folders.

We’ve created a video announcement of the two new features for the first time. You can see it at the bottom of this post.

Tags (also known as “labels”) can be associated with a contact or a conversation. You can create as many tags as you want, and you can associate them with as many contacts or conversations as you want.

For example, if you have a set of customers that are very important to you, you can create a “VIP”-tag and add it to those customers. Or if you need priority follow-up on certain conversations, you can create a “Follow-up”-tag and add it to those conversations.

That in itself doesn’t do much. But when combined with Smart folders, you get a super powerful feature that can help you in your daily work.

Smart folders are rule-based grouping of conversations. For each Smart folder you add, you define one or more rules to determine which conversations are put in them..

For example, you can create a rule saying that whenever a contact has the “VIP”-tag, their conversations should be added to the Smart folder. Or if a conversation has the “Follow-up”-tag, add it to the folder.

The list of possibilities is endless, and you can create as many Smart folders as you want for your business needs. For example:

  • For E-commerce: Create a “Return”-tag and add it to conversations when the customer wants to return something. Create a Smart folder that contains conversations that have the tag “Returns”

  • Follow-up: Not all tags have to remain forever. If you need to follow up with a group of customers whenever something happens (fx if a specific product gets back in stock), create a tag for the purpose, tag the conversations and have them easily available when you need to update the customers.

  • General purpose: Feedback and reviews. Whenever a customer sends feedback, give it a label that matches to group them together, making them easy to find in the future.

You can create simple or complex rule sets depending on what you need. Rules can also be based on the subject of a conversation, the conversation assignee, or the e-mail address of a contact.

Let us know what you think and the different use cases you have where tags and smart folders can help.

For Latest News, Updates & more Blogs like this...

Subscribe to our newsletter line shape to stay in touch.

Ready to - if not, read more about our Product Here.

Related on the blog

Other blog posts in this category

AI-powered Rules F
#Product

AI-powered Rules

Our Rules engine is built to help you automate as many workflows and manual processes as possible. Its flexible configuration lets you set it up and customise it to fit your organisation's needs. With this update, we’re making the Rules engine even more powerful by adding AI-powered conditions to it. One of the things that artificial intelligence is really good at is reading and understanding texts. By utilizing this, we’re now able to understand the intent of a customer's message instead of just guessing what it means by looking for specific keywords. Is the customer's message urgent and needs to be handled immediately? Is it written in a specific language? Or do they wish to cancel an order? These are just three examples of how you can use AI as part of our Rules engine to automate your customer service with Herodesk. Check out how it works in this video: The new AI-powered features in our Rules engine and all other AI-powered features in Herodesk are available now in our new Herodesk Plus package, starting at €31.95 per user per month. You can get started by upgrading your Herodesk account in your control panel.

Read full post

Anders Eiler
Anders Eiler
Dec 4, 2024
AI-powered Live Translations F
#Product

AI-powered Live Translations

When we launched the first AI-powered features in Herodesk about a month ago, it included the first features to help translate in- and outgoing messages to and from any language. Since then, we’ve listened to your feedback and improved and simplified the translation features to make it even easier for you to support your customers in any language. Introducing: AI-powered Live Translation. With the click of a single button, Herodesk now automatically translates all messages from your customers to your language. When you reply to them, your message is automatically translated into their language. Check out the video below to see it in action. The video is translated to English using AI The new AI-powered live translate and all other AI-powered features in Herodesk are available now in our new Herodesk Plus package, starting at €31.95 per user per month. You can get started by upgrading your Herodesk account in your control panel.

Read full post

Anders Eiler
Anders Eiler
Nov 28, 2024
New GoldenPlanet widget F
#Product

New GoldenPlanet widget

Goldenplanet integration With this new widget, e-commercers using the GoldenPlanet can connect their webshop with Herodesk and have all your customers' orders, order details, payment details, shipping details, track ‘n trace codes, etc., easily available inside Herodesk when handling your customers' questions. Our goal is still to make customer support easy. For webshops using the GoldenPlanet.dk webshop platform, customer support is significantly easier when you can gather support requests from e-mail, Facebook messenger, Instagram DMs, and Live Chat on your website in one central location that integrates directly with your webshop. That’s now possible with Herodesk, and with our new GoldenPlanet.dk integration, you’ll get all your customers' orders-details directly available inside our customer support platform. Use AI to translate messages If you help customers in different languages, Herodesks’ new AI-powered features can assist you with automatically translating inbound and outbound messages to and from any language of your choice. It helps break down language barriers and makes it easier to help your customers in any language and expand your business abroad. Get started for free You can try it out and get started for free with our Herodesk Free package. It lets you set connect up to two channels (fx e-mail and a live-chat) and connect your Goldenplanet.dk webshop to Herodesk. For free. Sign up for free and get started here.

Read full post

Anders Eiler
Anders Eiler
Nov 14, 2024