I'm trying to create automations to add a specific label when using a specific canned response

Question

So I attempted to do this with the AI feature that assists in creating automations but the results weren't what I was attempting.   Essentially what I'm trying to do is that when a specific canned response is used "Please contact our Fraud Department" for example, a label named "fraud" is attached when the response is sent.   This way, quantitative information about the types of inquiries can be created in a report.   However, the AI only came back with was to attach a label named "canned response" when any response was used.

I don't know if what I'm attempting is even possible but I thought I would inquire.

Chris Rainey · Answer

Ah yes, if there are similar canned responses, that could be a problem. I do wonder how testing with the full, exact canned response in the condition step in the automation would work out.

Another suggestion I just thought about would be to forego using a canned response and modify the automation to trigger manually. Then, add an action step that adds the desired comment and adds the label. So, the canned response would instead be an automation.

Joseph Chung Yin · Answer

@Arlene OConnor -

The check of internal/external condition simply instruct the rule if it should continue or not to conduct the action or not.  It doesn't change/control the behavior where the customers from seeing comments that aren't relevant to their issues.

Best, Joseph

Arlene OConnor · Answer

Thank you, I will incorporate your suggestions when I try this again.  The internal/external condition is already something a part of the automations currently to prevent customers from seeing comments that aren't relevant to their issue.