When a customer messages you, SalesThumb reads the message and puts a small tag on it. The tags help your team spot the urgent ones first. They are a guide, not a decision. This article lists the tags you may see.
Urgent
A red Urgent tag on a conversation row or a message means the AI thinks it needs attention soon. It is used for complaints, confusion about a missed appointment, a same-day reschedule or a payment problem. Urgent conversations are listed first. The Urgent chip at the top of the Inbox collects them.
Topic tags
A grey tag shows what the message is about. You may see BOOKING, RESCHEDULE, CANCEL, QUESTION, COMPLAINT or PAYMENT. The topic chips Booking, Question, Complaint and Payment filter by these. Tags like OTHER and RECEIPT, such as a short "thanks" or "ok", aren't shown.
Unreviewed
A dashed Unreviewed tag means the AI hasn't labeled this message yet, or couldn't. Don't read it as "normal". Hover over it for the explanation. The message is picked up and labeled later when the AI is available.
Email tags
On email messages you may also see:
- Sender not verified: SalesThumb couldn't confirm the email really came from that address. The AI won't answer it. Check before you reply.
- Other address: a reply to one of your emails, sent from an address that isn't this customer's. The AI won't answer it.
Possible opt-out
A Possible opt-out — confirm tag is not a topic. It means the customer may have asked you to stop texting. See Possible opt-out in the Inbox.
What switches labeling off
If the AI Assistant is switched off in your settings, new messages aren't labeled. Imported history is never labeled. Messages you send aren't labeled either.
AI-written replies
A reply the AI receptionist wrote shows an AI tag, with the persona name when you set one. Hover over a reply to find Why it said this and thumbs up and down buttons. Your rating teaches the AI. See Teaching the AI receptionist.
Related
- Inbox filters: Unread, Needs reply, Mine and Unassigned
- Reading the AI conversation summary in the Inbox
Frequently asked questions
Q: Who decides that a message is Urgent?
A: The AI does, from the words in the message. It is a guide. You can still reply to a non-urgent message first.
Q: What does Unreviewed mean?
A: The AI hasn't labeled the message yet, or couldn't. It is not a judgment that the message is normal.
Q: Why does an email say Sender not verified?
A: SalesThumb couldn't confirm the email came from that address. The AI won't answer it, so check it yourself before replying.
Q: Why don't my old imported messages have tags?
A: Imported history is never labeled.
Q: Why did my messages stop getting tags?
A: Check that the AI Assistant is switched on in your settings. When it is off, new messages aren't labeled.