This guide explains how to control which conversations Conversation Intelligence ingests. Depending on which platform you're using, you will apply the csq_eligible tag, field, or variable in your customer support platform.

Tagging eligible conversations is a prerequisite to setting up Conversation Intelligence in Contentsquare. To learn more about the setup process, see Getting started: conversational intelligence. 

Only eligible conversations are ingested. If you don't configure the eligibility setting before connecting your platform, no data comes through, even if the connection succeeds.

How it works

Use your platform's automation tools to mark eligible conversations with csq_eligible. Conversation Intelligence only ingests the conversations carrying the tag, keeping you in full control of which conversations Conversation Intelligence ingests. 

Use the following method for each supported platform:

Tag-based filtering applies to new conversations ingested after your integration goes live. Other qualifying or disqualifying rules may also apply. A conversation must pass all applicable filters to be ingested.

Before you connect

Complete these steps in your platform before you connect it in the onboarding wizard:

1. Define your inclusion criteria. Decide which conversations you want to analyze. You can use criteria such as ticket type, brand, group, form, queue, or topic.
2. Configure your platform. Set up the automation that applies the csq_eligible tag, variable, or field to eligible conversations.
3. Verify the setting. Confirm that the tag, variable, or field appears on eligible conversations in your platform.

Supported platforms

Zendesk setup

Ask your Zendesk administrator to use triggers, automations, or bulk actions to apply the csq_eligible tag to conversations that should be ingested.

For more information, see About tags in the Zendesk Help Center.

For Zendesk legacy chat, the conversation must relate to a ticket with the csq_eligible tag for Conversation Intelligence to ingest it.

Good to know

• The tag name must be exactly csq_eligible, in lowercase with underscores.
• Triggers apply to new and updated tickets that match your conditions. Existing tickets that aren't updated after you create the trigger aren't tagged automatically. Use a bulk tag update or an automation if you want to include historical tickets.

Salesforce setup

Salesforce uses a custom checkbox field instead of a tag. Create a CSQ_Eligible__c checkbox field on the Case object for Email and on the MessagingSession object for Messaging.

Use Record-Triggered Flows to set the checkbox automatically on eligible records.

For more information, see Creating custom fields in Salesforce Help and Build a Record-Triggered Flow on Trailhead.

Good to know

• The field API name must be exactly CSQ_Eligible__c. Create the custom checkbox field before you connect Salesforce. If the field doesn't exist when you connect, the import fails.
• Record-Triggered Flows can set the checkbox on new and updated records. Existing records that aren't updated after you create the flow aren't marked automatically. Use a batch update if you want to include historical records.

Ada setup

In Ada, use a variable instead of a tag. Set the csq_eligible variable to true for eligible conversations in your bot flow.

For more information, see Set Variable block and Variables in the Ada documentation.

Good to know

• The variable name must be exactly csq_eligible. Its value must be true, either as a Boolean or a string. The value is not case-sensitive.
• Set the variable during the bot's Resolution Flow, before the conversation ends.
• Ada supports forward-only filtering. You can't add variables to conversations after they end, and you can't backfill existing conversations. The setting applies only to new conversations that use the updated bot flow.

Intercom setup

In Intercom, use Workflows to apply the csq_eligible tag automatically to eligible conversations.

For more information, see Tag conversations automatically with Workflows in the Intercom Help Center.

Good to know

• The tag name must be exactly csq_eligible.
• Workflows can apply the tag based on message content, user or company attributes, or conversation attributes. Set the Workflow to apply the tag at the right point in the conversation lifecycle, such as when the conversation closes.

General filters for all supported platforms

In addition to the csq_eligible setting, Conversation Intelligence applies filters to each supported platform. These filters work slightly differently depending on the platform.

For most platforms, the following filter applies:

• Closed filter: Conversation Intelligence only ingests conversations that have reached a terminal state, such as closed, solved, ended, or completed. The exact status name depends on the platform.

What happens after tagging

Troubleshooting

Need help?

If you're unsure how to configure automation in your platform, or conversations aren't appearing as expected after setup, contact your Customer Success manager.