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We are working on setting up some moderation automation prior to the launch of our CC in the next month. We have been able to connect our Zapier account to CC and Teams which is going to be a huge help for our moderation team to ensure they are engaging with our customers posts when they have not received any additional activity. 

Our current flow is that:

  1. The moderator team will have filters setup in the Control environment for Last Activity > x hours
  2. They will then apply a Moderator Label if there is follow up by a specific team AND will be applying a ‘automation: response needed’ Moderator Tag
  3. The reason for the tag is to trigger Zapier to see this topic and then check which Label has been applied and push the Teams notification to the correct team to follow up.
    1. We feel fairly confident with the flow to this point (ideally Zapier could grab the topic when the Moderator Label is changed to specific value, but we can work around that)
  4. The issue we then run into is needing to remove the Moderator Tag after the teams notification / after the post has been interacted with. I was hoping I could add a final step to the Zapier flow that would remove the Moderator Tag of this specific value, but I have not been able to figure out the best way to go about this. 

Any recommendations on how to automate this part of removing the tag from a specified Article, Conversation, AND Question would be helpful!

Looks like a great flow. Something you should know about your automation (this and others based on moderator tags) is that the webhook/zapier trigger fires *every* time the moderator tags update on that post (add OR subtract). So you’ll want to add filters as the first step in your automation to stop it from firing and re-firing when tags are added or removed. I typically set mine up to choose the last moderator tag and match a filter rule based on last moderator tag. 
 

For your question, I recommend just building another automation to add a new moderator tag that indicates it was resolved. That’ll be helpful for any analysis and reporting (how many got tag 1? How many got tag 2 bc they were resolved?). Additionally you can make that easy by triggering the second automation based on an emoji reaction in Teams. That’s what I do with slack: adding a specific emoji triggers the automation that adds the moderator tag for indicating it was resolved. 

Now that I’m not replying on my phone… :) 

Here’s an article I wrote 2 years ago on this: 

 

Another thought on this: 

The issue we then run into is needing to remove the Moderator Tag after the teams notification / after the post has been interacted with. I was hoping I could add a final step to the Zapier flow that would remove the Moderator Tag of this specific value, but I have not been able to figure out the best way to go about this. 

 

You should be able to change the Moderator Label via an additional step that his the unset moderator label API operation (US region link for Question content type). That would remove it from any filtered backend views based on labels, if needed. 

 

What you really need is a webhook to just trigger on the label. If this existed, you could just trigger on that and then automate unsetting the the label. 

 

Without that, I recommend your approach and the suggestions I gave. 

  1. Trigger to teams based on Response Needed moderator tag
    • Be sure to add a filter to continue only if the last moderator tag is that
  2. Second automation to add something like Responded and/or unset the moderation label
    • This can be triggered any number of ways, including by just adding a reaction in Teams (for visibility to the teams channel that it’s been resolved)

 

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