Message Tags are labels you can attach to individual messages to help you keep better, more organized records.
Message tags help you track things that are important to your business.
For instance, you might want to note every time you get feedback (good or bad) so that your team can periodically sit down to determine what you’re doing well and what could be better.
In that case, you could create the tag “Feedback” to attach to all feedback-related messages.
To create a Message Tag:
1. Go to the Message Tags section under the Settings menu.
2. Click the New Tag button.
3. Enter the name of the Tag you want to create.
4. Click Add Tag.
Edit and Delete Message Tags
Click the pencil icon beside the name of the Message Tag to edit it. Any changes will be made throughout your dashboard.
Similarly, click the trash can icon to delete the Message Tag. Deleted Message Tags are gone forever and must be remade.
Adding Tags to a Message
Message tags can only be added to individual messages; a single message can have as many tags as you want.
To add a Message Tag through the queue:
1. Select the tag icon on the bottom of the conversation block (the tag will save to the most recent message).
2. Select all tags that apply from the dropdown menu.
3. Click Save.
To add a Message Tag from a message thread:
1. Click the message you want to tag.
2. Select the tag icon from the options that pop up.
3. Select all tags that apply from the dropdown menu.
4. Click Save.
View Tags in a Conversation
In either Classic or Condensed view, the tag icon for a conversation will be green if messages within that conversation have tags. Hover over the icon for a list of Message Tags within that conversation.