Tags and assignment: organising the team’s conversations

Tags say what a conversation is about, and assignment says who on the team looks after it. Both are changed in the conversation’s details panel, are saved straight away and can be used to filter the inbox.

Before you start

• Your role. The Member, Admin and Owner roles can tag and assign. With Read only you see the tags and the assignment, but you cannot change them.
• Where it is. Under Conversations, open a conversation and press Show details if the panel is not in view.
• Who sees them. Only your team. The customer never sees the tags or who their conversation is assigned to.

Add and remove tags

1. Open the conversation and go to the Tags section of the details panel.

2. Type the tag in the “Add a tag” field and press Enter. It is saved straight away.

3. To reuse one your team already uses, press one of the suggestions next to “Used before:” instead of typing it.

4. To remove a tag, press the × next to it.

Bear in mind:

• Up to 15 tags per conversation.
• A comma separates tags. If you paste a comma-separated list, they are all added at once. That is why a tag cannot contain commas.
• They are saved exactly as you type them. “Urgent” and “urgent” are two different tags. Using the suggestions avoids duplicates.
• There is no separate list to maintain. A tag exists for as long as some conversation carries it. To rename one, remove it and add the new one.

Filter by tag

1. In the Conversations list, press the Filters button, next to the search field.

2. Under Tag, choose the one you are looking for.

3. To see everything again, press Clear filters.

The filter combines with the others: the status, Agent, Channel and Assignment. That way you can see, for example, the resolved conversations tagged “quote”.

Assign a conversation to a person

1. Open the conversation and go to the Assignment section of the details panel.

2. Choose the person from the list. To leave it free, choose Unassigned.

The list includes everyone on the team, including people with the Read only role, who can read the conversation but cannot reply.

What assignment does and what it does not do

• It records who is looking after it. When the status is Person in charge, the conversation’s bar shows that person’s name.
• It lets you filter. Each person can see their own with Assigned to me, and the team can see what nobody owns with Unassigned.
• It does not notify that person. They get no email and no notification. If you pass a conversation to someone, tell them.
• It does not change who answers. If the status is AI active, the agent keeps answering even when the conversation is assigned to someone. For a person to answer, somebody has to take over.
• It does not restrict anyone else. Any person with the Member role or higher can still reply in that conversation.

When it changes by itself

If the assigned person leaves the team, the conversation stays under their name, or as “Former member”, until you assign it to someone else.

Filter by assignment

1. In the list, press Filters.

2. Under Assignment, choose Assigned to me or Unassigned. Anyone removes the filter.

Ways for a small team to use them

• Sharing out handoffs. Filter by the Person status and by Unassigned: those are the conversations waiting for someone. Whoever picks one up presses Take over and it goes under their name, so nobody answers twice.
• Seeing your own at the start of the day. Filter by Assigned to me and by the Person status.
• Tagging by subject. A few fixed tags, such as “quote”, “complaint” or “supplier”, are enough to find every conversation on a subject later.
• Tagging what is still pending. A tag such as “call back” marks the conversations that need one more step outside the chat. Remove it once it is done.
• Agreeing on the tags. Decide together which ones you use and always write them the same way, in lower case. With a few clear ones the filters are useful; with many similar ones they are not.