Conversation Tags

Organize with tags

Conversation Tags (at Settings > Conversation Tags) are labels you can apply to conversations to categorize them. Tags make it easy to filter your inbox, identify patterns in your support volume, and report on specific issue types.

For example, you might tag conversations as "Billing Issue", "Feature Request", "Bug Report", or "VIP Customer" — then use those tags to filter your inbox or pull reports.

Creating a tag

1. Go to Settings > Conversation Tags.
2. Click Create Tag.
3. Enter a name for the tag.
4. Choose a color (this helps visually distinguish tags in the inbox).
5. Click Save.

Applying tags to conversations

Tags can be applied to conversations in two ways:

• Manually — In the conversation detail view, click the Tags field in the right panel and select the tags you want to apply.
• Automatically — Via workflows. For example, you can create an email workflow that automatically applies the "Billing Issue" tag when a customer's email contains the word "invoice."

Using tags to filter conversations

In the Conversations inbox, use the Tags filter in the left sidebar to show only conversations with a specific tag. This is useful for:

• Reviewing all open billing issues at the end of the day
• Checking on all conversations tagged as "Escalated"
• Pulling a list of conversations for a specific campaign or event

Tags vs. client tags

Note that Conversation Tags are different from tags on a client's profile. Conversation tags categorize a specific conversation; client tags categorize the person. Both are available as filters in their respective views.

Managing your tag library

Keep your tag list focused and consistent. Too many tags — or tags with overlapping meanings — make filtering less useful. Periodically review your tags and merge or delete any that are redundant.

Only users with the Admin or Owner role can create, edit, or delete tags.