Overview
The Tags page in Axon lets you classify incoming emails with deterministic, rule-based tags. Unlike intent classification, which uses AI, tags apply predictable rules that you define yourself. When an email matches a rule, Axon applies the tag. This gives you an exact, repeatable way to flag and route requests, for example marking mails 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.
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.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 emails 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 emails.
2
Add tags and rules
Click Add tag to create a tag, then add one or more rules to it. Four rule types are available:
- Mail content keyword rule — match text in a mail’s body, subject, or attachments against keywords or regular expressions.
- Mail content reference list rule — match text in a mail’s body, subject, or attachments against a reference list.
- Captured field value rule — match the value of a captured field against values or ranges.
- Captured field reference list rule — match the value of a captured field against a reference list.
3
Test with a dry run
Browse and select up to 5 mails, then run a dry run to see which tags would be applied to each mail. Mails that match no rules show No tags matched. Adjust your rules until the results look right.
Tag selection modes
When an email 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.
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.
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.