Tags are a useful feature in the Ravelin Dashboard for communication with your team and with Ravelin, and for creating rules for certain groups of customers.
When you review a customer as Genuine or as a Fraudster, you may want to communicate a reason to your team members. This can be done through tagging, for example by assigning the tag “Account takeover” after investigating the case. Using tags for different types of fraud will also make it easy to later find relevant customers with a filtered search.
Equally, our detection team can look for specific tags you have created and use them to improve our machine learning models. If there is a specific behaviour unique to your company that our existing machine learning models are not detecting well, you can create a tag for example cases, let us know and we will put our detection team on the case.
You can also create a rule for a tag to enforce consistent actions for a certain group of customers. For example, you may wish to always accept orders from accounts tagged as "Staff" or "VIPs".
Creating new tags
When you open the Explore app in the Ravelin Dashboard, look for the "Tags" tab to find the tag management page. This is where you can create, edit and delete any number of custom tags. You will need an Admin account to manage tags.
Tagging a customer
On a customer profile, you can add tags just below the email address and phone number. Click on the grey box that says “+ add tag” to open a drop down with all tags your team has created. You can also start typing the name of the tag to search for it in the list. You can add any number of tags to a customer but remember tags have to be created in the tag management page (see above) before they can be used.
Creating a rule with a tag
To create a rule for customers that have been assigned a certain tag, open the Rules app in the Ravelin Dashboard. You will need to enter a name and the desired action before choosing "Customer tag" from the list of available attributes to set it up. Once you've tested the rule to check its impact on your customers, hit "Create" and you're all set. To find out how to create more complex rules involving tags, visit the Rules page in the Ravelin Help Center.