This is part 3 of the series: Twnel, the communication solution with superpowers.

You can access the previous parts, if you have not yet read them:

Twnel – The Communication Solution with superpowers

Automation with Chatbots: customer service, business automation and scalability

We know that trying to coordinate teams that are distributed throughout the city / region / country is complex. Even more so when you provide services in various locations and / or countries.

Therefore, it is advantageous to be able to segment allies according to different criteria which can be flexible and defined specifically for your organization.

For example, if your company operates in multiple cities, you will want to segment users by city. This is how the allies of Miami will be assigned a tag that says Miami.

Easy, isn’t it?

Similarly, you can segment by area of ​​the city (in large cities), or by type of ally for example: salesperson, distributor, merchant, lawyer, or whatever your business requires.

This segmentation is especially useful to:

Assign agents to contacts in a city or area of ​​a specific city. Additionally, you can assign them a specific role for example: Pharma sales rep, transporter, among others. And / or any other criteria that your business requires.

Therefore, all incoming communications from (in our case) Pharma sales reps from Miami, can be attended only by agents A, B, and G which are specialized in that location and role.

Already beginning to understand the power of tags?

With Twnel your agents can also make broadcasts, plus thanks to the labels they can filter which segments they want to send them to. For example, to liquid transporters in the east coast. In this case the tags for these allies will be transporters, liquids, east coast.

In addition to the labels, Business Units can be defined. These work in a similar way to labels, but they are restricted to define different types of users specifically. For example, seller, store owner, etc.

Thanks to this, and in conjunction with the tags, the SuperBots that an ally (transporter) of a company sees can be different from the SuperBots to which another type of ally of the same company has access.


In short, the labels serve to segment:

  • Allies who are served by which agents, according to their role (type of ally), geographic location and / or any other criteria defined by the company.
  • To which segment of the allies an agent sends a broadcast. For example, only supervisors from the north of Miami.
  • In conjunction with a SuperBot, the bot stream may also have tag-based conditions. For example, the bot may ask for information about something according to whether the ally has an assigned tag. A case can be a new distributor must give specific demographic data only once. By default when creating new distributors, they are assigned a “new” tag. When executing an X bot, if the dealer is new it asks for some information. upon successful completion of the flow, the SuperBot can remove the “new” tag for that person and that data will not be asked again.
  • Tags are also used in metrics to allow metrics to be filtered. This allows the data to be analyzed with greater granularity.

Is your current communication system with your allies as capable as Twnel?

If not, it may be time to schedule a call with us to discover how we can collaborate to develop a solution according to your needs.

In the next part of this series I cover: Superpower 3 – Advanced metrics that allow for better decision making.

Stay tuned.

Better yet, subscribe to our newsletter so you are aware of everything related to Twnel and how it can help your business to be much more efficient.

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Author: Natalia Pedroza

MSc in International Business & MSc in International Marketing candidate
from Hult International Business School.
Content Creator and Growth Strategist at Twnel
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