[Reply] How tags work
IN THIS ARTICLE
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.
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 >>