Tagging conversations can be a very valuable source of feedback, not just for your customer service but for the entire organization. What are your customers contacting your about? How many? How can some of that be avoided or solved easily?

To set up tags, go to Settings > Tags > Add Tags:

  1. Enter a name for each tag. A unique color is generated for each tag, and you have the option to change it.
  2. The tag is now available for all agents in the conversation view in the panel on the right.

In Settings > Tags you can organise tags alphabetically or by the number of times each tag has been used.

Add a tag:

Remove a tag: Click on Remove next to the tag you want to delete: