Question 1

Auto-Tagging

Accepted Answer

Auto-Tagging detects selected keywords in 1st and 3rd-party review content and automatically applies a custom tag. Tags can be used to filter data in Customer Activity and create a Tag Widget.

Auto-tagging can also be used to apply tags to existing 1st and 3rd-party reviews in your account. Tagging past reviews can take up to 24 hours to complete based on volume.

Add new tag

To create or add a new tag for Auto-Tagging follow these steps:

Log into your Customer Feedback Centre account.

Go to Settings > Auto-Tagging.

Click Add New Tag.

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Enter a tag name and click Next.

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Add keywords (or phrases). Keywords are used to identify which reviews will be tagged. When the system detects a keyword(s) in review content, the new review will be tagged with the Tag Name. Click Next.

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If you wish to apply this tag to existing reviews in your account click the toggle to ON. If not, leave the toggle to OFF. Click Save Tag.

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Your custom tag has been created and Auto-Tagging is set to ON by default.

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When a new 1st or 3rd-party review that contains a selected keyword is received, it will automatically be tagged.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/Sd6BVVvg0N/Auto%20tagging-6.png (Auto tagging-6.png)Review containing the keywords "long" and "rude" has automatically been tagged Issue

Add keyword to an existing tag

To add a keyword to an existing tag follow these steps:

Log in to your Customer Feedback Centre account.

Go to Settings > Auto-Tagging.

Click Manage > Edit Keywords.

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In the modal, click + Add Keyword. Type a keyword (or phrase) into the text area. Use a comma "," to add multiple keywords. Click Save and Save Changes.

Keywords added to an existing Tag may take up to 48 hours to apply.

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To manually add Tags to feedback received from a 1st-party review follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to tag a review for from the Business Dashboard.

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In Customer Profile go to the Tags: field and type a word or phrase. Click Add or hit enter. You can add multiple tags. Once complete, the tags added to the entry are automatically saved.

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PRO TIP:

Tags added can be viewed in Customer Activity and used to filter entries. Tags can also be used to create a Tag Widget.

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Add Tags via Customer List Import

Tags can be added to a customer list and imported into Customer Feedback Centre. If a customer responds to a request, imported tags will be added to feedback given.

To add tags via a customer list import follow these steps:

Log in to your Customer Feedback Centre account.

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If feedback is received, imported tags are added to a single feedback entry. They will not be added to Repeat Customer Feedback.

To add tags to repeat customer feedback import a customer list including Tags and repeat customers or use Auto-Tagging.

Auto-Tagging

Add Tags to 1st-party Reviews

Tags