Conversation tags
Label conversations with your organisation's conversation tags, filter the Inbox by them, and learn how they differ from contact tags.
Conversation tags are labels you put on a conversation, such as "Refund" or "VIP order", so your team can sort and find conversations. They belong to the conversation, not to the customer.
Note: Owners, Admins, Supervisors and Agents can add and remove conversation tags. Read Only members can see them but not change them.
Conversation tags and contact tags are different
| Conversation tags | Contact tags | |
|---|---|---|
| Labels | One conversation | The customer (contact) |
| Used for | Sorting and filtering the Inbox | Segments, audiences and campaigns |
| Where you set them | The conversation header and the Conversation tags section of the customer panel | The Tags row under Contact info in the customer panel, or the contact record |
A conversation tag never becomes a contact tag, and a campaign never includes someone because of a conversation tag. For contact tags, see Fields and tags.
Add a tag to a conversation
From the header:
- Go to Inbox and open the conversation.
- In the header, click Add tag.
- Choose a tag.
You'll see "Tagged" and the tag's name.
From the customer panel:
- Open the Conversation tags section in the customer panel.
- Choose a tag from the Add a tag list.
- Click Add a tag.
Only tags not already on the conversation are offered. When every tag is on it, the Add tag button disappears.
Remove a tag
- Open the Conversation tags section in the customer panel.
- Click the × next to the tag.
Filter the Inbox by tag
In the list's filter bar, click Conversation tag and choose a tag. See Inbox views, filters and search.
The tags also show on each row of the conversation list.
Creating conversation tags
Your organisation's list of conversation tags must exist before anyone can use them. If it's empty, the panel says "Your organisation has no conversation tags yet".
Note: The web app doesn't currently have a screen for creating conversation tags. Members who can manage tags can create a new tag from a conversation in the IconEngage mobile app. See Get the app.
Related
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.