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Flag important messages with AI
Guide to automatically flag important messages with Periskope AI
Overview
If you miss important customer queries or requests often, AI flagged messages is for you. You can now view AI flagged messages, reply or create a ticket to unflag them and automatically neasure first response times.
How are messages flagged by AI
For any incoming message, Periskope AI checks if -
- the message is by someone external - you can mark contacts as “internal” from the contacts tab
- the message is a question, query or request for support - Periskope uses Google Vertex under the hood to seperate queries from simple statements
If both the above conditions are true, the message is flagged by AI
![flagged-message](https://mintlify.s3-us-west-1.amazonaws.com/bharatkumarramesh/tickets/images/AI-flagged-message.png)
How to unflag messages by AI
There are 3 ways to unflag an AI flagged message -
- Replying to the message - when a user replies to the message via Periskope or a contact marked as “internal” replies to the message via WhatsApp, the message is automatically unflagged
- Creating a ticket - when you right click and create a ticket out of a flagged message, the message is automatically unflagged
- Manual unflagging - you can simply right click on the message and choose “unflag” to manually unflag a message
How are response times calculated
When a user replies to a flagged message via Periskope, the first response time (FRT) is calculated as the time between the incoming flagged message and the user reply. FRT is not calculated when a user replies direcly from WhatsApp.
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