Unlock insights faster: Applying phrase tags to past interactions

For example:

• You create a new phrase tag and want to see how often it “would have” fired over the last few weeks.
• You tighten/loosen trigger wording or add new triggers and want to compare results on existing conversations.
• An incident started last week and is still ongoing, and you need to capture related interactions to quantify the “full picture” quickly.

In short, this will allow you to validate trigger changes against a larger historical sample (up to the last 30 days) instead of waiting for new interactions to arrive.

How-to

If you create or update a tag or trigger, and you would like these changes to be applied to historical data, you have two options, depending on the changes you have made. You can backfill a single tag, or multiple tags as part of a batch.

Backfill a single tag

This option may be appropriate if you have updated a single trigger on a tag.

1. Go to Settings → Tags & Triggers.
2. Create a tag, or find the tag you want to update and open the ⋯ (options) menu.
3. Select Tag Past Interactions.
4. In the popup you will see:
   • Tag name
   • Date range
     • Choose a window from today back to up to 30 days
     • or use available date shortcuts.
   • Notify me when complete: Optionally tick this to receive a completion email.
5. Click Start.

Once tagging starts, the page will show a tagging-in-progress banner. Depending on your interaction volumes, this can take some time to complete.

Backfill multiple tags from a tag group

This option may be appropriate if you had to make changes across different tags and triggers in a group.

1. Go to Settings → Tags & Triggers.
2. Open the ⋯ menu on a tag group.
3. Choose Tag Past Interactions.
4. Select the tags you want (note: very large groups may be limited).
5. Set your date range (max 30 days) and notification option.
6. Click Start.

You can start the process on multiple tags, but they’ll be processed one batch at a time in the background.

Stop or cancel tagging

If you started a process to tag past interactions by mistake, or the date range/tag selection needs changing:

1. In Tags & Triggers, open the ⋯ menu on the tag or tag group (or use the action on the progress indicator).
2. Select Stop Ongoing Tagging.

Good to know

Where you’ll see it

• In Tags & Triggers, the UI shows an in-progress state visible to any user on your account.

Notifications

• If you ticked “notify me”, you’ll receive a completion email when all tags have been applied.
• If another user views the page while tagging is in progress, they will see the option to tick “notify me” too.

Availability

• If a different user is already running a backfill for a tag, other users will not see the option to edit that tag.
• It is only possible to backfill tags when something has changed about your tag setup — that is, you create a new tag, or edit an existing one. If no changes have been made, the option will not be available.
• Some menu actions will be disabled while a tag backfill is in progress.
• Trigger editing may be temporarily unavailable while the tag backfill is in progress.
• Tagging may take several days depending on your interaction volumes.

Cancellation

• Only the user that started the backfill may cancel it
• If you opt to cancel a backfill, any interactions already tagged will remain tagged
• If you opt to cancel a backfill, all tags you initially initiated the backfill for will also not be tagged (i.e. if you initiate the process for a group, and cancel an individual tag, all the tags in that group’s backfill will also be cancelled)

Permissions

If you would like a user to have the ability to apply phrase tags to past interactions:

1. Navigate to Settings → Roles & Permissions
2. As part of the list, ensure ‘Tag Past Interactions is toggled on for this user

You’ll only see the option to tag past interactions if your role includes the TAG PAST INTERACTIONS permission. Any user with Tags&Triggers access will be able to see the ‘Tagging in Progress’ notification, and subscribe to be notified when complete. This feature will be rolled out to all customers over the next two weeks.