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Overview

The Tags page in Axon lets you classify incoming requests with deterministic, rule-based tags. Unlike intent classification, which uses AI, tags apply predictable rules that you define yourself. When a request matches a rule, Axon applies the tag. This gives you an exact, repeatable way to flag and route requests, for example marking those from a specific customer list or orders above a quantity threshold. Tags are organized into tag groups. A tag group defines where the tags apply (scope), which tags belong together, and how Axon picks a winner when several tags match.
The Tags page is being rolled out gradually and may not be visible in your Axon side menu yet. Reach out to your Engagement Manager if you’d like access.

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Who can manage tags

Creating, editing, and deleting tag groups requires Editor access to Axon. Users with Viewer access can browse tag groups but the create and edit actions are hidden. See permission levels by product for a full breakdown.

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Creating a tag group

Open Axon → Tags and click Get started (or Create if groups already exist). The creation wizard has three steps: Configuration, Tags, and Dry run.
1

Configure the group

Give the group a name and choose its settings:
  • Scope — apply the group to specific Inboxes or Areas, then select which ones.
  • Intents — optionally narrow the scope to specific intents. The group then only evaluates requests classified under those intents.
  • Tag selection mode — decide what happens when multiple tags in the group match (see below).
  • Active — toggle whether the group is live. Inactive groups are saved but don’t tag incoming requests.
2

Add tags and rules

Click Add tag and choose what to create:
  • Tag — a tag that classifies emails with the rules you define.
  • Fallback tag — the tag Axon applies when no other tag in the group matches. Each group can have one fallback tag. You create and name it the same way as a regular tag.
Then add one or more rules to each tag. The Add rule picker groups the rule types by what they match:Match text in the mail body, subject, or attachments
  • Against keywords — match keywords or regular expressions in the mail text.
  • Against a reference list — match values from a reference list column in the mail text.
Match a value captured from the mail
  • Against specific values — compare the captured field value to values or ranges.
  • Against a reference list — check if the captured field value exists in a reference list column.
Each rule also takes an operator that decides how the comparison is made — including negative ones, so you can tag on the absence of something. See Rule operators below.
3

Choose the tag value

After the rules step, decide what value the tag should carry when its rules match. See Static and dynamic tag values for the difference between the two options.
4

Test with a dry run

Browse and select up to 5 requests, then run a dry run to see which tags would be applied to each one. Requests that match no rules show No tags matched. Adjust your rules until the results look right.

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Rule operators

Every rule has an operator that decides how the comparison is made. The options depend on the rule type. Mail content, against keywords Against a reference list (either mail content or a captured field) Captured field, against specific values
The negative operators are useful for catching gaps rather than matches — for example tagging requests where a required reference is is empty, or where the subject matches none of your standard order keywords.

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Combining several rules on one tag

When a tag has more than one rule, an And / Or toggle appears between them:
  • And (the default) — every rule must match before the tag applies.
  • Or — the tag applies as soon as any one rule matches.
The choice applies to the whole tag, not to individual pairs of rules.

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Reference lists in tag rules

The two reference list rule types match against reference data that your organization has uploaded. When you add a reference list rule, you pick a reference list and then the column to match against. The reference list picker only shows lists that fit the tag group’s scope and your own area access:
  • Lists uploaded to the Default area are available to every tag group.
  • Lists uploaded to a specific area are available when the group is scoped to that area. Groups scoped to inboxes can use any list you have access to.
  • Lists in areas you aren’t assigned to are hidden.
Once you select a list, Axon loads that list’s columns into the column picker. This works for lists in any area, including area-specific uploads outside the Default area. If no reference lists match the group’s scope, the picker is disabled and shows No reference list options are configured for this group’s inbox/area scope. To fix this, upload a reference list to the Default area or to one of the areas in the group’s scope. If you have access to reference data settings, use the link icon next to the Reference list label to open them directly.

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Static and dynamic tag values

Each tag has a value that Axon attaches to the request when its rules match. You pick how that value is set on the step titled When those rules apply, what value should this tag have?
  • Fixed value — you type the exact text of the tag. Every request that matches the rules receives the same value. Use this when you want a stable label like Key account or Large order.
  • Dynamic value based on a reference list column — Axon resolves the tag value at runtime by looking up a captured field in a reference list and reading a column from the matching row. Use this when the value depends on the request itself, for example tagging with the customer name or region tied to a customer number.
The This is what you’ll see preview at the bottom of the step shows the tag pill exactly as it will appear on tagged requests.

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Configuring a dynamic tag value

Choose Dynamic value based on a reference list column and fill in:
  1. Take the value from — the captured field on the request that identifies the row to look up, for example a customer number field.
  2. Look it up in a reference list and find the row where <field> matches this column — pick the reference list and the column in that list whose values should equal the captured field. Only reference lists that fit the tag group’s scope and your area access are listed. If none match, the picker shows No reference list options are configured for this group’s inbox/area scope. See Reference lists in tag rules for the scoping rules.
  3. Use the value from this column as the tag name — pick the column whose value from the matched row becomes the tag value.
While you’re still configuring the tag, the preview uses placeholders in the format {{ <reference list> --> <column> }}. Once Axon evaluates the tag against a real request, the placeholder is replaced with the actual value from the matched row. If the lookup finds no matching row, the tag is not applied. Dynamic tags appear in the group’s tag list and the Tags page details view with a {{ dynamic name }} placeholder until Axon evaluates them against a request. In the Dry run step and on live requests, each dynamic tag pill shows the resolved value.

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Tag selection modes

When a request matches rules from more than one tag in a group, the tag selection mode decides which tags Axon applies:
  • Priority — apply the highest-priority matching tag in the group. Drag tags in the list to set their priority order. The fallback tag doesn’t take part in priority sorting.
  • Most matches — apply the tag with the most matching rules.
  • All matching tags — apply every tag that matches.

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When tags are applied

Tagging runs in two passes as a request is processed:
  1. At classification, before extraction has run. Only tags whose rules look at mail text — keywords, regular expressions, and reference lists checked against the body, subject, or attachments — are evaluated here, so those tags can appear early.
  2. After processing, once extraction and area are known. Every applicable group is evaluated again with the full picture. Tags with rules that depend on captured field values are resolved in this pass.
Tags are re-evaluated whenever a request is processed again — including when you simulate and the underlying values change. If a field a tag depends on gets a new value, the tag is recalculated against the current data rather than keeping its earlier result. The same applies after a reprocess or a configuration change to the tag group.

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Use cases

A few ways teams use tag groups:
  • Flag high-value products for attention. Upload a reference list of your top-selling or strategic products, then add a mail content reference list rule matching against it. Requests mentioning those products arrive tagged, so the inbox surfaces them without anyone reading through first.
  • Segment by customer. Tag requests by segment — key account, distributor, region — using a captured field reference list rule that looks up the customer number against a segment list. Pair it with a dynamic tag value so the tag carries the segment name itself rather than a fixed label.
  • Catch urgent phrasing. A mail content keyword rule matching words like urgent, ASAP, or line down flags requests that need to jump the queue. Set the group’s selection mode to All matching tags so an urgent request still picks up its other tags too.
  • Spot incomplete requests. Use the is empty operator on a field you always need — a PO number or requested delivery date — to tag requests that arrive missing it, before anyone starts working them.
  • Separate large orders. A captured field value rule with is greater than on total quantity or order value tags orders above a threshold, so they can be routed for approval.

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Managing tag groups

The Tags page lists all tag groups with their Group name, Scope, Tag selection mode, Last updated time, and Active status. From here you can:
  • Expand a group to view its tags and their rules.
  • Toggle a group active or inactive using the switch in the Active column.
  • Edit a group to change its configuration, tags, or rules.
  • Delete individual tags or entire groups. You can also select multiple items and delete them in bulk.
  • Search for groups and tags using the search bar in the toolbar.

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Example: flag large orders from key accounts

A tag group scoped to your Orders inbox could contain:
  • A tag Key account with a mail content reference list rule that matches the sender against a reference list of strategic customer domains.
  • A tag Large order with a captured field value rule that matches when the total quantity field exceeds a threshold.
  • A Fallback tag named Standard for everything else.
With the tag selection mode set to All matching tags, a request from a strategic customer with a large order receives both tags. Your team can then prioritize it accordingly.

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Example: tag with the customer’s region using a dynamic value

A tag group scoped to your Orders inbox could contain a single tag whose rules match any request that carries a customer number. On the tag value step, choose Dynamic value based on a reference list column and configure:
  • Take the value from — the Customer number captured field.
  • Look it up in a reference list and find the row where Customer number matches this column — reference list Customers, column customer_id.
  • Use the value from this column as the tag name — column region.
A request from a customer whose Customers row has region = EMEA-North is tagged EMEA-North. A request from a customer whose row has region = APAC is tagged APAC. You get one tag per region without having to create a separate tag for each.

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What’s next