Auto-tagging a case based on quick message

[JorgeCarloS]

Hello community!

I'm trying to tag cases based on the quick messages selected by agents, the challenge for me is to do it automatically

Is there a way to identify the quick massage sent and then tag the case automatically?

Thanks in advance for your support?

[Avik2]

Hi,

Assuming that the quick messages might be having specific Templates in the Subject, we can write an asynch BR in sys_email table where we can put conditions like -

if subject contains = xyz, target table = case, type changes to send-ready then add tag to case.