Understanding Tags

Tags are colored labels you attach to customers to categorize and identify them at a glance. Unlike notes or conversation history, tags are immediately visible in your customer list—making it easy to prioritize and filter your workload.

Tag Groups

Folders that organize related tags together. Examples: "Priority Level" (containing High, Medium, Low) or "Product Interest" (containing Feature A, Feature B).

Tag Filtering

Instantly filter your inbox to show only customers with specific tags. Great for focused work sessions or team assignments.

Who can do what? All team members can view tags and assign them to customers. Creating, editing, and deleting tags is available to all team members as well.

Success Check: You now understand the tagging system. Click the Tags icon in the sidebar to see your tag management dashboard.

Creating Your First Tag

Let's create a tag you'll use every day. Think of something that would help you identify important customers at a glance—like "VIP" or "Follow Up Needed".

Step by step

1
Open Tags
Click the Tags icon in the sidebar (the tag icon). You'll see your tag management dashboard with statistics at the top.
2
Click "Add Tag"
In the "Ungrouped" section at the bottom, click the dashed button that says "Add Tag".
3
Enter a name
Type a clear, descriptive name. Keep it short—you'll see these labels in tight spaces.
4
Choose a color
Click one of the preset colors, or click the palette icon to pick a custom color. Colors help you identify tags instantly.
5
Press Enter or click the plus icon
Your tag is created and ready to use!

Editing and deleting tags

Need to change a tag's name or color? Click on the tag name to enter edit mode. You can:

Rename the tag — Update the text and press Enter
Change the color — Click a different color in the picker
Delete the tag — Click the trash icon (removes from all customers)
Move to a group — Use the dropdown to assign the tag to a group

Pro Tip: Use colors strategically. Red for urgent issues, green for happy customers, blue for specific products. Your team will learn the system quickly.

Success Check: Your first tag is created! You can see it in the Ungrouped section with a customer count of 0.

Organizing with Tag Groups

Once you have more than a handful of tags, groups become essential. They keep your tag list organized and make it faster to find the right tag when categorizing customers.

Creating a tag group

1
Click "Add Group"
At the bottom of the Tags page, click the dashed button with a folder icon.
2
Name your group
Choose something descriptive like "Priority Level", "Customer Type", or "Product Interest".
3
Optionally pick a group color
Group colors appear as a visual accent, helping you identify which group a tag belongs to.
4
Press Enter or click the check icon
Your group is created with its own collapsible section.

Moving tags into groups

There are two ways to add tags to a group:

Create directly in a group

Click "Add Tag" inside any group section to create a tag that's already organized.

Move an existing tag

Click a tag to edit it, then use the group dropdown to move it to a different group.

Collapsing groups

Click the arrow next to any group name to collapse or expand it. This keeps your view tidy when you have many groups. Your collapse preferences are remembered.

Pro Tip: Create groups based on how your team thinks about customers. If you often ask "What priority is this?" or "Which product are they interested in?", those are your groups.

Success Check: You've created a tag group and can organize your tags into logical categories.

Assigning Tags to Customers

Tags are most powerful when they're on your customers. Here's how to tag customers during your daily workflow.

From the conversation view

1
Open a conversation
Click on any customer in your inbox to view their conversation.
2
Look for the tags section
In the customer details panel (right side or expandable), you'll see a tag icon with any existing tags displayed.
3
Click the + button
A dropdown appears showing all available tags, organized by group.
4
Select a group, then a tag
Click a group name to see its tags, then click the tag you want to apply. It's added instantly.

Removing tags

To remove a tag from a customer, simply click the X on the tag badge in their details panel. The tag is removed immediately.

Tags in the customer list

Customer tags are visible directly in your inbox list. Look for the colored tag badges next to customer names—they help you spot VIPs, urgent issues, or specific customer types without opening each conversation.

Pro Tip: Develop tagging habits. When you identify a VIP, tag them immediately. When a customer mentions a specific product, tag them. Consistent tagging pays off when filtering later.

Success Check: You can now tag customers from any conversation. Tags appear in the customer details and in your inbox list.

Filtering by Tags

The real power of tags comes when you need to focus on a specific group of customers. Filtering lets you see only the conversations that matter right now.

Filtering from the Tags page

1
Go to Tags
Open the Tags page from the sidebar.
2
Find the tag you want to filter by
Each tag shows a customer count next to it—this tells you how many customers have that tag.
3
Click the external link icon
This takes you directly to your inbox, filtered to show only customers with that tag.

Filtering from the inbox

You can also filter directly from your inbox:

1
Click "Filter by Tags" in the inbox toolbar
2
Select one or more tags
Your list updates immediately to show only matching customers.
3
Clear the filter when done
Click "Clear filter" to return to your full customer list.

Pro Tip: Use tag filters for focused work sessions. Need to follow up with all Enterprise customers? Filter by that tag and work through the list without distractions.

Success Check: You can now filter your inbox by tags to focus on specific customer segments.

Best Practices & Tips

Keep tag names short

"VIP" is better than "Very Important Customer". Tags appear in tight spaces throughout the interface.

Use consistent color schemes

If red means "urgent" in one tag, use red for all urgent-related tags. Your team will learn to spot patterns.

Review unused tags regularly

The Tags dashboard shows "Unused Tags" count. If a tag has zero customers, consider whether you still need it.

Create groups before tags

Plan your categorization system first. It's easier to create tags in the right group than to reorganize later.

Tag early and often

The best time to tag a customer is during your first interaction. Don't wait—tag them as soon as you identify something relevant.

Organize Your Customers with Tags