Use conversation tags
Every conversation is tagged automatically, so you can count, filter and target it.
1. Review the tags. Each has a category, description and a plain-English rule. Go to Agent › Intelligence › Tags.
2. Edit or add tags. Write the rule for when a conversation gets the tag.
3. Use them. Filter the inbox, read analytics or send a campaign to one tag.
Tag categories
| Category | Example tags |
|---|---|
| Ecommerce | Abandoned cart, pre-order, product inquiry |
| Lifecycle | Lead, prospect, customer, VIP customer |
| Marketing source | Paid social, Google ads, organic website |
| Support status | Billing question, refund request, technical issue |