Skip to main content
AI flagging marks incoming messages that look like a question or a request. Your team can then see at a glance what is waiting for a reply. Flagging does not reply to anyone. It only highlights messages. To have AI answer customers, see AI agent overview.

​
How it works

Risponse flags a message when two things are true:
  • The sender is a customer or other outside contact.
  • The message reads like a question, complaint, or request for help.
A friendly “thanks!” or a “good morning” is usually left alone. Messages from your own team are never flagged.

​
Turn on flagging

1

Open the AI settings

Go to the AI section of your workspace and find the flagging page.
2

Switch flagging on

Use the toggle to enable it for your workspace.
3

Add your own rules (optional)

Write plain-language rules, such as “Ignore messages that only contain a sticker” or “Always flag messages that mention a refund.”
4

Save your changes

Your rules apply to new messages from then on.

​
How a flag is cleared

A flag goes away when someone deals with the message. Usually that means:
  • A team member replies.
  • Someone creates a ticket from the message.
  • Someone removes the flag by hand.
You may also be able to choose whether one reply clears every flag in a chat, or only the flag on the message you replied to.
Flagging is a guess made by AI. It will sometimes flag a message that needs no answer, or miss one that does. Adjust your rules if you see a pattern.
Short, specific rules work best. “Do not flag delivery photos sent by drivers” is clearer than “Ignore unimportant messages.”