Tagging conversations

Use tags to sort, filter, and report on your conversations by category.

What tags are for

Tags are short labels you stick on a conversation so you can find it later. Common uses:

Lead status. "new-lead", "quoted", "booked", "lost"
Job type. "plumbing", "electrical", "after-hours", "emergency"
Source. "google-ad", "facebook", "referral", "repeat"
Follow-up needed. "follow-up-monday", "needs-quote", "callback"

One conversation can have multiple tags. Pick whatever fits your workflow.

Adding a tag

Open a conversation in the inbox.
Click the + Tag button at the top of the conversation panel.
Type a new tag name, or pick from the suggestions (Help Scout-style autocomplete on tags you've used before).
Press Enter.

The tag appears as a coloured pill at the top of the conversation.

Removing a tag

Click the X on any tag pill. Removed.

Filtering by tag

In the inbox sidebar, you'll see a Tags filter. Click any tag to show only conversations with that tag. Click again to clear.

Renaming or merging tags

Tags get messy fast if everyone uses different spellings ("plumb" vs "plumbing" vs "Plumbing"). Tidy them in Settings, Tags:

Rename. Click the tag, type a new name, save. Every conversation with the old tag now uses the new one.
Merge. Two tags collapse into one. Useful when you've got "plumb" and "plumbing" and want to standardise.
Delete. The tag is removed from every conversation. The conversations themselves are not affected.

Tag tips

Pick a small set and stick to it. 5 to 10 tags is plenty for most operators. More than that and you stop using them.
Use lowercase with hyphens. "follow-up-monday" not "Follow Up Monday". Easier to type, easier to filter.
Don't tag for the sake of tagging. If you never filter or report on a tag, it's noise.
Set a "needs-action" tag. One tag for conversations you owe a reply on. Filter to that tag at the start of each day.

Tag reports

In Reports, Conversations, you can see counts of conversations by tag over a date range. Useful for understanding where your enquiries are coming from or what types of jobs you're getting most.