Agents

Tag a conversation

Create the workspace's conversation tags, put them on a conversation, rename them and delete them.

A conversation tag is a label your workspace curates. It belongs to the workspace, not to an agent, so one tag can sit on conversations from every agent you run. Tags are created, applied and managed from inside a conversation.

What you need

  • Membership of the workspace. Any member of the workspace can create, apply and delete tags.
  • At least one conversation to open. See Find and read a conversation.

Steps

Step 1: Open the tag picker

Open a conversation and find the Summary heading in the panel on the right. Add Tag sits beside it. Selecting it opens the Saved tags popover, which lists every tag in the workspace in alphabetical order with a Search by tag name box above them.

With no tags yet the list reads No tags yet.. With a search term that matches none of them it reads No tag matches..

Step 2: Create a tag

Choose + Create New Tag in the popover. The Create Tag dialog asks for two fields.

Field Required Limit
Name Yes 60 characters
Description No, marked (Optional) 500 characters, with a live counter under the box

Save creates it. The name has to be new in the workspace, compared without regard to case: Billing and billing are the same tag. A clash is refused and the dialog shows A tag with this name already exists.

The new tag appears in the picker straight away. Creating a tag does not put it on the conversation you were looking at.

Step 3: Put tags on the conversation

Select a tag in the popover to add it, and select it again to take it off. Each selection saves immediately and the chips under Summary update, so the chips always match what the picker shows.

To take a tag off without opening the picker, use the × on its chip.

Step 4: Rename or delete a tag

Choose Manage Saved Tags in the popover to open the Manage Tags dialog. It lists every tag with its Created Date, and carries the same Search by tag name box plus an Add New Tag button.

Each row has an edit control, which reopens the same dialog under the title Edit Tag, and a delete control.

Renaming changes the name everywhere at once. A conversation carries the tag itself, not a copy of its name, so every conversation that has it shows the new name.

Get it right

A tag is read by people scanning a list of conversations. Name the situation, one situation per tag, and use the description for the rule that decides when it applies.

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What happens next

Tags are for the people reading conversations.

  • They do not appear in Agent analytics and they feed no metric.
  • They do not change how the agent behaves. The agent does not see the tags on its conversations.
  • The conversation list does not filter by tag. Filter by Type, Status or connected account, and search by customer name or contact id; the tags are shown once a conversation is open.

Limits

Limit Value Applies to
Tag name 60 characters Create and rename
Tag description 500 characters Create and rename
Name uniqueness One per workspace, compared without regard to case Create and rename
Tags per conversation No limit Applying tags
Tags per workspace No limit Creating tags

Troubleshooting

A tag with this name already exists.

The workspace already has that name, possibly in different capitalisation. Pick another name, or find the existing tag in Manage Tags and rename that one instead.

Could not save the tag.

The create or rename failed for a reason other than a name clash. The dialog stays open with your text in it, so try Save again.

Could not update tags.

Putting the tag on the conversation failed. The chips show the last saved set, so reopen the picker and select again.

Could not delete the tag.

The delete failed, and the tag is still in place on every conversation it was on. Try again.

The picker is empty although you know the workspace has tags

The tag list loads when you open the conversation. Close the conversation and open it again.

FAQ

Are tags shared between agents?

Yes. A tag belongs to the workspace, so the same tag can sit on conversations from any agent in it.

Can the agent tag a conversation itself?

No. Tags are set from the portal only. The agent does not create or apply tags.

Does renaming a tag change old conversations?

Yes, immediately. Every conversation that carries the tag shows the new name.

Can I tag a conversation that is still running?

Yes. Tags are independent of the conversation's status, and a conversation that later closes keeps them.

Can I find every conversation with a given tag?

Open the conversations and read their chips. The list filters by type, status and connected account, and its search box reads names and contact ids.