1. Overview

• Definition: Task classification tags are internal labels used to mark tasks, such as messages, comments, and deals/optys.
• Benefits/Value: Helps classify tasks to prioritize processing and assign them to the appropriate agents.
• Users: Customer Service (CS), Sales, CS Managers.

2. Terminology & Configuration parameters

No information available for this section.

3. Prerequisites

• Access Permissions: The Mobio user must be granted RBAC: OBJECT → Settings > Entity > Task classification tags. See RBAC Access Permissions guide here.
• Access Path: Settings → Data Management → Entity → Tags → Task classification tags.

4. Step-by-step instructions

4.1. Create New task classification tags

• Access Settings → Data Management → Entity → Tags → Task classification tags.
• Select + Create new task classification tag.
• Choose a background color and text color.
• Click Save.

4.2. Methods to add task classification tags

Depending on your demands, Mobio supports various methods to add task classification tags automatically or manually:

• Manually add a tag for a conversation session: During a conversation session, agents can manually add a tag by clicking the expand icon (three dots) in the top right corner of the chat frame → select “Add task classification tags”.
• Automatically add a tag via Facebook posts: Mobio can automatically detect hashtags in a Facebook post to assign the corresponding task classification tags to its comments. See instructions on how to configure tagging for posts here.
• Manually add a tag for optys: Users can add task classification tags to an opty, enabling routing rules for Sales agents. See instructions on how to Configure tagging for Deals here and Order/Deal Processing Assignment here.

4.3. Filter Conversation sessions by Tag

• Access Service → Online & Social → Chat → Filter.
• Select the Task classification tag.
• The conversation list will only display customers with the corresponding tag.

5. Operating Rules & Use cases (Application Flow)

Operating Rules

• Unlike behavior tags, task classification tags do not have a “tag lifetime”. A tag remains on the chat/opty permanently until an agent manually removes it.
• A single conversation session/opty can have multiple task classification tags simultaneously.

Use case (Application Flow)

• Categorize tickets to meet SLA: The CS team adds task classification tags based on ticket severity: “Urgent”, “Medium”, “Feedback”. When a customer reports a billing error, the agent can add the “Urgent” tag. When Supervisors start their shift, they filter by the “Urgent” tag to prioritize resolving these issues and prevent tickets from being overlooked.
• Transfer potential customers to Sales: When a customer requests wholesale pricing on the Fanpage, the CS replies and adds a “Hot Lead” tag. At the end of the day, the Sales team filters all conversations with the “Hot Lead” tag to follow up and close the sale proactively. This keeps the workflow boundaries between CS and Sales clear.

6. Frequently Asked Questions (FAQ)

• Q: Can task classification tags be used to run Campaigns?
  • A: No. Task classification tags are used to manage tasks such as conversations or optys. To run a Campaign, you must use behavior tags.

7. Next Steps

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