Tag And Organize Conversations

Tags are simple labels that bring order to your inbox. Attach them to conversations to mark topics, flag themes, and make related chats easy to find later. Over time, tags also show you what customers are asking about most.

Create your tags

Go to Tags in your settings.

Choose New Tag.

Give it a name (for example, Bug, Feature Request, or Billing).

Optionally pick a color to make it stand out and add a short description so teammates use it consistently.

Save it.

A small, well-chosen set of tags works better than dozens of overlapping ones. Agree on a shared list with your team so everyone tags the same way.

Tag a conversation

Open the conversation you want to label.

Add a tag from your existing list.

The tag attaches to the conversation right away.

You can add more than one tag to a single conversation — for example, both Billing and Urgent — when it fits more than one theme.

Remove a tag

Tagged something by mistake, or the situation changed? Remove a tag from a conversation just as easily, and it's cleared immediately.

Why tags help

Consistent tagging pays off across your whole support operation:

Find related chats fast — group conversations by topic instead of scrolling.
Spot trends — see which issues keep coming up.
Prioritize — surface urgent or high-impact themes at a glance.
Share context — colored, described tags tell teammates what a conversation is about before they open it.

Keep your tags tidy

Review your tag list from time to time. Rename tags to keep wording consistent, adjust colors, or delete ones you no longer use. A clean, shared tag list keeps your inbox organized as your volume grows.

Tip: Decide on a naming style up front — all lowercase, or clear title case — so your tag list stays neat and predictable.