Tags and Automation Rules
Should tags be higher level of automation keywords or vice versa? For example, If I have 2 tags, Slab Leak and Sewer Leak and I have an auto rule that has Slab Leak,and Leak as 2 keywords and associate it with Tag "Slab Leak". I do the same for Sewer Leak with 2 keywords "Sewer Leak" and "Leak" and associate it with Tag "Sewer Leak". IF a caller says Slab Leak the activity report would show one tag of "Slab Leak" and keyword "Slab Leak", BUT if they just say "Leak" it would have 2 tags, both Sewer Leak and Slab Leak.
So to me it seems its a one to one relationship. I have a tag of "Sewer Leak" and only one keyword in the auto rule "Sewer Leak" IF I use COMMON TERMS like just leak, pipe etc and put them in each auto rule it will show multiple tags.
Sounds counterproductive to me.
ANY thoughts? Now I have these tags below setup BUT should I just have limited tags and a lot of kewords in alot of rules or many tags and many rules?
Trenchless Plumbing Repairs |
Enabled |
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Pipe Repair |
Enabled |
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Foundation Leak Repair |
Enabled |
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Slab Leak Repair |
Enabled |
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Sewer Leak Repair |
Enabled |
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Leak Detection |
Enabled |
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Diagnostic Leak Repair |
Enabled |
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Outdoor Leak Repairs |
Enabled |
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Outdoor Pipe Repairs |
Enabled |
||||
Commercial |
Enabled |
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Residential |
Enabled |
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Sewer Line Replacement |
Enabled |
||||
Pipe Replacement |
Enabled |
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Foundation Leak Detection |
Enabled |
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Slab Leak Detection |
Enabled |
||||
Cast Iron |
Comments
Hello Judy and thank you for bringing this up. To summarize, you are using automation rules to listen for both single words and phrases, and these sometimes overlap. In your example, we are listening for "Leak", "Slab Leak", and "Sewer Leak". Just the word leak will tag the call with the tag named Leak. However, if somebody says sewer leak instead, you will end up with 2 tags, 1 for Leak and 1 for Sewer Leak.
It may be better to use 2 phrases, just Sewer Leak and Slab Leak, omitting the word Leak by itself. However, having extra tags only adds to your ability to filter your call logs. For example, a first-time caller may not specify sewer or slab, but just say leak and then call back a day later with more information. At least with the word leak, we have a tag for that first call. When they call back later and say it looks like a slab leak, you've just gained more information about your potential customer.
In short, if you'd like to reduce how many tags appear, use phrases instead of words. Use something more specific if you'd like to avoid any overlap. If you'd prefer to have keyword tags as well then you can always filter your call logs by specific tags. You'll find these filters on the Activity page in the Analytics section of your CallRail account.
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