The problem
Everything lands in one inbox. Urgent problems wait behind newsletters and simple questions.
Step by step
- Check if your help desk or inbox has AI tagging built in. Many now do.
- Define a short list of topics and three urgency levels with clear examples.
- Test the instructions on 50 past emails and compare with how you would tag them.
- Turn on automatic tagging, but keep a person checking urgent tags for the first month.
- Review mistakes every week and adjust the examples.
The prompt
Tag this customer message.
Topics: {list}
Urgency: urgent (service down, safety, angry customer), normal, low (newsletters, thank-yous).
Return: topic, urgency, one-line reason.
Message:
{message}
Replace the {highlighted} parts with your details, or fill them in with the prompt builder.
Check before you use it
- Urgent items are never tagged low.
- Someone reviews the tags weekly.
Privacy
- Automations send customer data to the AI provider; check your contract and privacy policy.
Do’s and don’ts
Do
- Start with a small set of clear categories.
- Keep a person in charge of anything urgent.
- Review a sample of sorted tickets each week.
Don’t
- Auto-close tickets based on AI sorting.
- Send customer data to tools your contract does not cover.
- Let the AI decide refunds.
When not to use AI for this
If you get fewer than 20 messages a day, a simple filter rule is often enough.
Tools that can help
ZendeskHelp desk with AI for sorting tickets and suggesting replies.
GorgiasHelp desk for online shops, with AI replies linked to order data.
Intercom FinAI customer service agent that answers from your help content.
ZapierConnects thousands of apps so routine tasks run on their own, with AI steps.
We are not paid by any of these companies, and we list well-known options, not a ranking. Features and plans change; check the provider’s site and its data terms before you sign up. See all AI tools by category.
Useful for
Online storesProperty managers and landlords
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