FreeScout Workflows integration

Use this guide to configure ReplyRabbit Workflow Tags. ReplyRabbit can turn AI Signals, draft state, no-reply decisions, and Linear issue state into FreeScout tags. Those tags can then be used by agents, reports, and FreeScout Workflows recipes where your Workflows install reacts to tag changes.

Overview

Workflow Tags are a bridge between ReplyRabbit and FreeScout tags. ReplyRabbit does not replace the Workflows rule engine. It applies predictable tags such as rr_priority_critical, rr_intent_billing, rr_no_reply_needed, rr_ai_draft_ready, and rr_linear_issue_created.

If the FreeScout Workflows module is installed and reacts to programmatic tag changes, admins can build recipes that watch those tags. If Workflows is not installed, or if it does not re-evaluate when a module adds tags, the tags still appear on conversations and in the ReplyRabbit sidebar for visibility.

Prerequisites

Before you start, make sure you have:

• A working FreeScout installation.
• ReplyRabbit installed and activated.
• Access to the mailbox settings in FreeScout.
• AI Signals enabled if you want tags for priority, sentiment, intent, confidence, human-review need, or sales opportunity.
• Linear configured if you want the rr_linear_issue_created tag.
• The FreeScout Workflows module installed if you want recipes to act on the tags.

If ReplyRabbit is not installed yet, start with How to install the ReplyRabbit module, then finish How to set up ReplyRabbit.

What ReplyRabbit can tag

The default prefix is rr_. You can change it in the mailbox settings before saving Workflow Tags.

Configure Workflow Tags

1. Open the mailbox settings

   In FreeScout, open the mailbox that should receive ReplyRabbit tags, then open Settings and choose ReplyRabbit.

2. Find Workflow Tags

   Scroll to the Workflow Tags section.

3. Enable workflow sync

   Turn on Enable workflow sync.

4. Apply FreeScout tags

   Turn on Apply FreeScout tags so ReplyRabbit can write the mapped tags.

5. Review creation and cleanup

   Leave Create tags when missing on if ReplyRabbit should create mapped FreeScout tags automatically. Leave Remove old ReplyRabbit tags on if stale ReplyRabbit-owned tags should be removed when the source state changes.

6. Review the tag map

   Confirm the Tag prefix, Recent conversations to sync, and Automation tag map settings, then save.

Changing Workflow Tags settings starts a bounded sync for recent conversations. The limit comes from Recent conversations to sync, so busy mailboxes do not need to reprocess every historical conversation.

Customize the tag map

The Automation tag map field is JSON. Each supported signal key can be enabled or disabled, and each value maps to a tag label.

Use the default map unless your team has a reason to rename tags. If you do customize it, keep labels short and predictable so FreeScout Workflows recipes are easy to read.

{
  "priority": {
    "enabled": true,
    "values": {
      "critical": "rr_priority_critical",
      "high": "rr_priority_high"
    }
  },
  "no_reply_needed": {
    "enabled": true,
    "values": {
      "true": "rr_no_reply_needed"
    }
  }
}

ReplyRabbit normalizes tag labels to lowercase letters, numbers, and underscores. If a custom label does not start with the configured prefix, ReplyRabbit adds the prefix.

Use tags in FreeScout Workflows

After tags are being applied, create a small test recipe in FreeScout Workflows before using the setup on live routing. For example:

• When a conversation has rr_priority_critical, assign it to the urgent support owner.
• When a conversation has rr_needs_human, add a note for manual review.
• When a conversation has rr_no_reply_needed, skip auto-reply follow-up recipes.
• When a conversation has rr_linear_issue_created, notify the team that engineering work exists.

The exact trigger and condition names come from your installed FreeScout Workflows module. Use the tag names from your ReplyRabbit mailbox settings, not the examples above, if you changed the prefix or map.

Cleanup behavior

ReplyRabbit keeps an applied-tag ledger. When Remove old ReplyRabbit tags is on, it removes stale tags only when both of these are true:

• ReplyRabbit previously applied the tag.
• The source state that owns that tag no longer maps to it.

Manual tags are not treated as stale ReplyRabbit tags. A tag created by an agent or another module is left alone unless ReplyRabbit also applied and recorded that exact tag for the conversation.

Troubleshooting

For broader fixes, see Troubleshooting ReplyRabbit.

Privacy and data handling

Workflow Tags are stored as FreeScout tags on the conversation. They may reveal support state such as priority, intent, sentiment, no-reply status, draft readiness, or Linear issue state to anyone who can view the conversation tags.

The tagging step itself does not send new data to an AI provider. Tags derived from AI Signals depend on the AI Signals analysis that already ran for the mailbox.

FAQ