> For the full page index, fetch https://echonova.ai/llms.txt

# 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](/docs/agents/conversations).

## 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.

> [!WARNING]
> Deleting a tag removes it from every conversation in the workspace, not only
> from the one you have open. There is no undo, and recreating a tag with the
> same name does not put it back on anything.

## 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.

**Recommended**

```text
Refund requested
Escalated to human
Wrong language
```

**Less effective**

```text
Important
Misc
Check this
```

## What happens next

Tags are for the people reading conversations.

- They do not appear in [Agent analytics](/docs/agents/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.

## Related

- [Find and read a conversation](/docs/agents/conversations): where the tag picker lives
- [Transcripts and summaries](/docs/agents/transcripts-and-summaries): the summary the tags sit under
- [Agent analytics](/docs/agents/analytics): the numbers, which tags do not feed