Hi @MWalton1,
I don’t know if you have already found a solution to your problem, but in case you haven’t, I would like to suggest the use of an app, which you can easily download from HubSpot Marketplace. The app, developed by Exelab, is called AI Ticket Categorisation and one of the features of the paid plans is precisely categorising conversations on the basis of the values of a property chosen by the user via the settings. You can find out more about using the app here.
I hope this can help you achieve your goals,
See you soon,
Silvia
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