Inbox tags are a flexible way to organize conversations and agents.

Tags can be assigned to agents to indicate their areas of expertise, or to conversations to indicate their topic or status.

Set up automations to tag conversations automatically, therefore routing conversations to agents or teams with the same expertise, or tag them manually during conversations.

To set up tags, follow these steps:

  1. From the side menu, go to Inbox, then click Inbox settings.

  2. Click Tags.

  3. Click Create new tag.

  4. Enter a name for your tag.

  5. Enter a description for your tag.

  6. Select a category for your tag.

  7. Click Create new tag to save your tag and make it available to assign to agents and conversations.

Tag categories

To help keep your tags organized, you can assign them to one of the following categories:

  • Department

  • Language

  • Intent

  • Product

  • Location

Tags can also be uncategorized.

Assign a tag to an agent

  1. From the side menu, go to Inbox, then click Inbox settings.

  2. Select an agent from the list.

  3. Click Add tag, then select a tag from the list.

  4. Click the Save button to save the tag to the agent profile.

Take a look at the Inbox agent guide to learn how to tag conversations.

Tags overview

In the Tags overview, you can view the Tag name, category, and description. Additionally, you can see the date when a tag was last used and the number of conversations it has been associated with. This information is helpful in identifying the most commonly used tags.

Last updated