Tagging conversations allows you to do things like:

But tagging conversations manually can be time consuming, and it's hard to ensure consistency.

To automatically, and consistently apply tags, you should use Workflows. You can then tag conversations based on the content of the messages, user, company or conversation attributes, and more.

To automatically tag conversations with Workflows, go to Automation > Workflows, and click New workflow.

You can trigger the Workflow at the start of a conversation, during a conversation, or even when tickets are created. Choose a Workflow template, or start from scratch and choose a trigger to select how the Workflow will start.

There are many different ways you can tag your conversations to offer a deep insight into the conversations your team are having:

As an example, we'll use the trigger Customer sends any message to tag a conversation with 'Bug report' if their message contains either 'bug' or 'error' in their wording.

First, we'll start the Workflow by selecting Apply rules.

Then click + Add rule to configure a rule which tags a conversation based on specific Message Content.

Then select the conditions which must be met before the action is taken.

Once you're finished building your Workflow, click Set live.

Another example would be to tag the message based on the source like Facebook or WhatsApp. With a workflow setup like this:

Using the targeting rules like below.

You can also automatically remove conversation tags using Workflows. Simply add the Remove conversation tag action to your Workflow path.

We mostly use tags to help our Engineers and Product teams keep on top of things. Tagging customer feedback, for example, lets you quickly see where your product needs improvement. We've written a blog post about it here.

To tag a message, simply hover over a message and click the tag icon then choose the tag and save.

That message, and any other message with that tag can now be easily recalled at any time by clicking on the tag itself, or searching for it in the conversations view. You can even set up a custom Help Desk view to see these conversations in real time 🙌

Use the conversation tags to narrow down your inbox performance reports which will allow you to gain insights on the conversations which you specifically wish to target.