[Reply] How tags work



Tags are a really flexible option, allowing you to organize and keep track of conversations. There are a few different reasons that tags might come in handy, including:

  • Reporting: Tagging conversations allows you to track how many conversations came in about a specific issue or topic. Check out this guide on the Overview Report for more information on tracking tags >>
  • Organizing conversations by social account or message type: If you have teams who respond to specific conversations (e.g. based on social account or message type), tags are a great way to create "buckets" for each team to focus on. Each team could work out of a dedicated folder rather than the Team Inbox. Check out this comprehensive guide on configuring either of these setups >>
  • Prioritization: Maybe you have specific people triaging your Team Inbox. They could tag conversations that need an urgent reply, allowing another team to tackle those conversations first.
  • Tagging conversations for follow-ups: Perhaps you have a temporary outage or other bug. You could tag your conversations to easily find them later on.
When new tags are created, custom folders are automatically created and displayed on the left hand side of your dashboard. This allows you to easily find conversations where a specific tag has been applied. If you'd rather the custom folder was not displayed on the left hand side (for example if you're only using the tag for reporting purposes), you can turn this off by heading to Settings and then Tags.

Tag a single conversation

To add a tag to a single conversation, click on the Tag drop down above the reply box when viewing a conversation, and select the tag you'd like to use.

Tag multiple conversations

To bulk tag conversations, tick the checkboxes to the right of the conversations you'd like to tag, either in the Team Inbox, Mine folder, or Assigned folder, and then select the tag you'd like to use from the Tag drop down at the top.

Auto-tag specific conversations

As well as being able to manually tag conversations, you can also set up Automation Rules to have this happen automatically based on certain criteria, for example key words or language. Learn more about Automation Rules here >>