The conversation tags report shows you the total number of tagged conversations over time, and the number of conversations with specific tags. You’ll get an overview of any trends, and can easily export the report.

For a deeper dive into the types of conversations your team are having, you can filter the report by multiple tags, teammate, conversation source, and more.

First go to Reports > Human support > Conversation tags.

The first report shows the total number of conversations that have been tagged, and how this compares to the previous time period:

By default the reports show conversations started in the last week. To adjust the date range in the report, use the date picker in the top right corner: 

The next report shows you the number of conversations each tag was applied to in the given date range:

To see the full list of tags, click “Load more”, or you can search for specific tags on the right:

For a more detailed understanding of which topics cause the most contact from customers, you can filter the report by:

Just select your filters at the top of the page. You can add as many as you need:

You can quickly add conversation tags to your filters by clicking “Add to filters” in the list of tags:

The report will then be filtered to show only conversations with the selected tag. This is a great way to find the areas in your product that cause the most confusion, those with common feature requests, or even where bugs are having the highest impact.

For example, if you filter for the tag ‘Feature Request’, you’ll see the other tags that appear alongside it most often. This can show the types of feature requests you receive most regularly, or the areas of the product they relate to.

After filtering for the tags that you want to see in the report, you can drill down another level and view the conversations themselves. This offers a deeper understanding of the topics your team are chatting about, and gives you an easy way to spot-check the tags they’re using. 👌

To explore the conversations represented in this report, click the number of total conversations in the first chart: 

This will open a list of the 100 most recent conversations that match your filters:

Open any conversation to read it in the list, or click “Conversation” to see it in the Inbox if you’d like to reply, or leave a note:

To export individual conversations as a text transcript, just click “Export as text”: 

The conversation will be downloaded as a “.txt” file like this:

This Report is updated with a time-delay between 24 - 36 hours. This means when you apply a tag (user, company, conversation, etc.), it could take up to 36 hours for this to be processed in the Conversation Tag report.

This delay is due to system design, as applying a tag often means a significant amount of updates in the backend, as tags impact a wide variety of features in Intercom, from targeting for outbound messages, to filtering conversations and so on. Our product team is aware that this is a significant delay and is working on a solution.

To export the report, click “Export CSV”: