AI Pre-Filter: Overview and Setup

AI Pre-Filter uses Re:amaze AI to automatically evaluate incoming conversations and take action on them the moment they arrive. You define the criteria, and when a conversation matches, Re:amaze applies a tag and carries out your chosen action. No manual effort needed.

It's the easiest way to automatically organize and tag incoming conversations, and it's also a powerful tool for keeping certain conversations out of the AI agent's hands entirely so they go straight to your team instead.

Note: To use AI Pre-Filter, you will need the AI Agent enabled with resolutions remaining or overage enabled.

Setting Up AI Pre-Filters

To get started, go to AI > Manage Bots, and then select the Pre-Filters tab.

From here, select Enable AI Pre-Filter.

You'll find five default filters already in place: Marketing, Purchases, Updates, Social, and Spam. Each one comes with a prompt pre-written for you. Use them as-is, adjust them to fit your needs, or remove any of them by selecting the trash icon on the filter.

To add a new filter:

1. Select Add Filter.
2. Enter the tag you want automatically applied to matching conversations.
3. Select the action to be taken when the filter triggers.
4. Write your prompt. This is a plain-language description of what the AI should look for in incoming conversations. Prompts are limited to 500 characters.
5. Select Save.

Understand How AI Pre-Filter Works

Each filter has three parts: a prompt, a tag, and an action. When a new conversation comes in, the AI reads the message and checks it against your prompt. If it's a match, the tag is applied and the action is carried out immediately.

The four available actions are:

• Tag only (leave open): Applies the tag and leaves the conversation open
• Tag and mark done: Applies the tag and marks the conversation as done
• Tag and mark spam: Applies the tag and marks the conversation as spam
• Tag and archive: Applies the tag and archives the conversation

Any conversation that matches a pre-filter will not be handled by the Reamaze AI agent. This applies across all filters, regardless of which action or tag you use.

Use AI Pre-Filter to Route Conversations to Your Team

Because the AI agent doesn't participate in pre-filtered conversations, this is a great way to deliberately route conversations to your human team. This is useful when certain topics are too sensitive or simply better handled by a person first. For example, you can use this for billing or payment issues, cancellation requests, or VIP and high-value customer inquiries.