Tag GlossaryUpdated a year ago

Tags provide a quick overview of what a ticket is about, who it should be assigned to, and which rule was applied, among other details. Below is a comprehensive list of tags and their uses.

Requests for new tags should be submitted to Therabody Management only.

Order Status and Changes

ORDER-STATUS: Tag used to inquire about or update the status of an order.
ORDER-CHANGE/CANCEL: Tag used for requests to change or cancel an order.
BOPIS-ORDER: Tag for Buy Online, Pick Up In Store orders.
shipped: Tag indicating that the order has been shipped.
not-shipped: Tag indicating that the order has not been shipped.
already-shipped: Tag indicating the order has already been shipped when an action was requested.
return-status: Tag used to inquire about the status of a return.
Refund Status: Tag used to inquire about the status of a refund.
partial-refund: Tag indicating a partial refund is being processed or requested.
full-refund: Tag indicating a full refund is being processed or requested.
order-wrong: Tag used when the customer received the wrong order.
not-received: Tag indicating the customer has not received their order.
edit-address: Tag used for requests to edit the shipping address on an order.

Returns and Refunds

standard-return: Tag used for standard (made within the return period) return requests.
RETURN/EXCHANGE: Tag for return or exchange requests.
RETURN-STATUS: Tag indicating the status of a return.
cancel/refund: Tag for requests to cancel an order and refund the payment.
REFUND: General tag for refund-related inquiries.
return-received: Tag indicating a return has been received.
warranty-return: Tag for returns related to warranty issues.
warranty-registration: Tag for registering a product warranty.
warranty-outside-coverage-timeframe: Tag for warranty requests outside the coverage period.
warranty_replacment_within_coverage: Tag for warranty replacements within the coverage period.

Escalations and Urgent Issues

ESCALATION-SUPERVISOR: Tag indicating the issue needs supervisor escalation.
ESCALATIONS-ATTORNEY GENERAL: Tag for escalations involving the Attorney General.
ESCALATION-BBB: Tag for escalations involving the Better Business Bureau.
ESCALATION-ATTORNEY-GENERAL: Duplicate of ESCALATIONS-ATTORNEY GENERAL.
sentiments-urgent: Tag for issues marked as urgent based on sentiment analysis.
sentiments-threatening: Tag for issues involving threatening language.
sentiments-offensive: Tag for issues involving offensive language.
urgent: General tag indicating an urgent issue.

Customer Support

product support: Tag for product support inquiries.
feedback: Tag for customer feedback.
VIP-Customer: Tag for interactions with VIP customers.
VIP: Tag for VIP customer interactions (duplicate of VIP-Customer).
chat-flow-standard-return-request: Tag for standard return requests via chat.
chat_flow_return_request: Tag for return requests via chat (duplicate of chat-flow-standard-return-request).
offline-capture: Tag for capturing offline customer interactions.
Fulfillment Issue: Lost or Stolen: Tag for issues related to lost or stolen orders.
social-question: Tag for questions received via social media.
social-lead: Tag for leads received via social media.

Automation and AI

ai_snooze: Tag indicating an AI-automated snooze action.
ai_processing: Tag for AI processing actions.
ai_ignore: Tag for AI-automated ignore actions.
ai_handover: Tag for AI handover actions to a human agent.
ai_executed_action: Tag indicating an AI-executed action.
ai_close: Tag indicating an AI-automated closure of a ticket.
ai_answered: Tag indicating an AI-automated response to a ticket.
auto-reply: Tag for automated reply actions.
automatic-ooo: Tag for automatic out-of-office replies.
auto-close: Tag for automatic closure of tickets.

Sentiments

negative: Tag for negative sentiment interactions.
spam: Tag for spam interactions.
sentiments-negative: Duplicate of negative.
sentiments-promoter: Tag for promoter sentiment interactions.
sentiments-positive: Tag for positive sentiment interactions.

Non-Support and Internal

imported: Tag for imported data or interactions.
NO CSAT: Tag indicating no Customer Satisfaction (CSAT) survey is required.
EXCLUDE-CSAT: Tag for excluding interactions from CSAT surveys.
TB-MGMT-ONLY: Tag for internal management use only.
non-support-related: Tag for interactions not related to support.
formspree: Tag for interactions received via Formspree.
during-business-hours: Tag for interactions during business hours.
outside-business-hours: Tag for interactions outside business hours.
quick-reply-FAQ: Tag for FAQ quick replies.
instructions: Tag for providing instructions.

Other

discount-request: Tag for discount requests.
positive: Tag for positive interactions.
snooze customer follow up: Tag for snoozed interactions requiring customer follow-up.
missing-item: Tag for issues related to missing items in orders.
damaged: Tag for issues related to damaged products.

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