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Automated flagging marks important messages so they stand out. Your team does not need to read every chat to find the urgent ones.

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What you can flag

  • Messages with keywords. Words like “urgent”, “down”, or “complaint” can signal trouble.
  • Messages that mention someone. If a colleague is tagged for approval, the message is highlighted for them.

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Example

A customer writes: “Our system is down. Please help urgently.” Your rule spots “down” and “urgently” and flags the message. Your team sees it at the top of their view.

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Set it up

1

Create a rule

Open automation rules and start a new one.
2

Pick the trigger

Choose the event for a new incoming message.
3

Add keywords or other conditions

List the words that matter. Include spelling variations your customers use.
4

Add the flag action

Choose to flag the message. If you can choose who sees it, pick the right people.
5

Publish

Save and turn the rule on.
Pair flagging with another action. For example, flag the message and also notify a manager.
Looking for flags based on meaning instead of exact words? See flag messages with AI.
If your keywords are too broad, everything gets flagged and the flag loses its meaning. Start with a short list.