26.1 Purpose of Conversation Tags

Tags categorize Conversations so workspace teams can find, filter, and review related visitor interactions later.

Tags are shared within the workspace and are applied to individual Conversations.

26.2 Where Tags Appear

Applied Tags can appear:

• In the Conversation list.
• Inside the Conversation's Details/context panel.
• In the Conversations tag filter.

26.3 Opening the Tag Control

Inside a Conversation thread, open the Details/context area and locate the Tags section.

Existing Tags appear as colored chips. Use Add tag or Tag to open the available workspace Tags.

26.4 Searching Available Tags

The Tag picker includes Search tags…. Enter part of the desired Tag label to reduce the list.

Tags already applied to the Conversation are excluded from the available list.

26.5 Applying a Tag

1. Open the Conversation.
2. Open the Details/context panel.
3. Locate Tags.
4. Select Add tag or Tag.
5. Search if necessary.
6. Select the desired Tag.

The Conversation's applied-Tag list refreshes after a successful attachment.

26.6 Removing a Tag

Applied Tags are displayed as colored chips with a remove action. Select the applied Tag's remove control to detach it from the current Conversation.

Removing a Tag from one Conversation does not delete the workspace Tag itself.

26.7 If No Tags Exist

If the workspace has no configured Tags, the Conversation picker indicates that no Tags are configured and directs users to create them in Settings → Tags.

26.8 Tags and Permissions

Applying or removing a Tag from a Conversation requires permission to update the Agent associated with that Conversation.

26.9 Tagging Best Practices

• Use consistent Tag labels across the team.
• Avoid creating multiple Tags that mean the same thing.
• Apply Tags based on actual Conversation content.
• Use the Conversations tag filter to review related sessions later.