What are tags and how can I use them?

What are tags?

Tags are a great way to easily organise your different conversations.

Tags are used to label conversations based on certain criteria.

For instance, a conversation could be related to an urgent topic, and could need taking care of as soon as possible. You could use a tag to label said conversation as “urgent”. Thus, letting your team know that conversation has priority over others.

Or, it could be linked to a specific subject such as an order status, or feedback from an event, and so on.

Or you could go even further and decide to use the tag system to sift through positive messages from your clients, by using a Spread the Love tag, or on the flip side, be able to keep track of churn, or incoming bugs and feature requests.

You can create as many tags as there are stars in the sky / universe. It really is up to you and your team to decide how you prefer to use them in your business and what you want to achieve with them. In any case, tags are only visible internally: only your team has access to them and can use them.

How many tags can I create?

You can create an unlimited amount of tags on your account.

Tags can be created, edited, and deleted as your needs evolve

How many tags can I use per conversation?

You can use up to 3 tags per conversation. We have limited the number of tags that can be used per conversation so they remain concise and have less risk of confusing your team members. 

How do I create a tag?

Creating a tag is as easy as 1,2,3!

When you’re in a conversation on your inbox page, all you have to do is click on the “Tags” option in the topbar, as you can see here: 

In the dropdown menu, you’ll then find “Edit tags”. Clicking on this brings up a new window, in which you’ll be able to edit existing tags, delete obsolete ones and create brand new ones. 

On the left-hand side of this window, you’ll see all of your existing tags. If you scroll to the bottom of the list, you’ll see the option to add a new tag.

When you create a tag, you can give it a title and a description if need be.
You can also select the color you’d like to assign to the tag. 

Once you’re happy with your tag, you can click on Save. Your tag is immediately usable on your account!

To edit or delete a tag, all you need to do is select the tag you’re looking to change or get rid of. Then, you can either click the delete button, or make the necessary changes and click on the Save button. Easy!

But that’s not all!

Your tags also help you refine your account analytics! 

Over time, you’ll be able to see how efficient your team is at handling specific issues related to tags. For instance, you’ll be able to see how efficient you are when dealing with urgent matters or when taking care of churn. 

More specifically, you’ll be able to see how long it takes you or your team to resolve an incoming conversation that includes one or several of your tags. At the end of said conversation, if you have them activated, you’ll also be able to see your customer’s satisfaction rate per tag (ie. if your customer is happy with how you took care of an urgent matter, and so on).