Auto-Tag and Triage Conversations With AI in Messello

Messello AI can tag and triage new conversations the moment they arrive. Instead of manually sorting an inbox, the AI reads each incoming message and applies the right labels from your own set — so urgent, billing, or sales conversations surface instantly.

How AI auto-tagging works

Messello AI uses your labels, not a generic list. When a new conversation comes in, the AI matches its topic and intent to the labels you've defined and applies them automatically. That means your existing views, filters, and routing rules keep working — now populated for you.

• Tags are drawn from the labels already in your account.
• Triage runs on new conversations across every channel.
• Grounding in your help center helps the AI understand your specific topics.

Enable auto-triage

1. First, make sure your labels are set up under Account settings → Labels. Clear, well-named labels give the AI better targets.
2. Go to Account settings → AI in app.messello.com.
3. Enable Auto-tag and triage.
4. Save. New conversations will now be tagged automatically.

Tips

• Name labels clearly. Labels like Billing, Refunds, or Onboarding are easier for the AI to match than vague ones.
• Review early results. Check the first batch of auto-tagged conversations and refine your labels if needed.
• Combine with routing. Pair auto-tags with your assignment rules to send conversations to the right team automatically.

The AI applies tags but hands off decisions to your team — you stay in control of how tagged conversations are handled.

Related

• Messello AI: what's included
• Summarize long conversations with AI
• Import your help center so AI can answer

Auto-triage is part of the ai_assist feature on Growth and Scale plans. See pricing.