Create tags for Inbox conversations

Create tags to help organize your Inbox conversations. Agents can then apply them to messages to add metadata about that message. For example, you might add tags to a message to express the message sentiment (positive or negative), define the message type (question, comment, or request), or identify parts of the overall conversation (greeting vs. closing).

Create a new tag

All members can tag posts and messages, but only organization Super Admins, Admins, and members with the custom organization permission to Manage message tags can create tags and manage the organization’s tag library. Learn about organization permissions.

1. Use the following instructions for your plan type. If you don't know you're plan type, go to Account , you'll see it at the top of that menu.
   • Advanced plan - Go to Account, select Social accounts and teams, and then select Tags. (You may have to expand the left navigation to see this option.)
     
   • Business and Enterprise plans - Go to Account, select Social accounts and teams, and then select Tags.
     
2. Select Create New Tag.
3. Enter a tag name and description (optional), and then select Create.

Learn how to manage tags (edit, delete, and archive tags).

Tag a message in Inbox

Add tags to messages in Inbox to help categorize your message content. Tags are a helpful way to add metadata about a message.

Note: Tags are helpful for you and your team. They aren't visible to your customers.

1. Go to an Inbox comment or reply, and then select Add tags.
   
2. Select tags from the list to add them to the message. You can enter a keyword in the Search tags box to search for a tag.

   Tip: The Most used section shows your most recently used tags at the top. This list is unique to each team member, so the tags shown in your Most used list may differ from those shown for other members.

Report on tag volume and usage

The Tags report provides information about topic volume and usage.

1. In Inbox, select Track performance , and then select Exports.
2. Select Tags from the Export type list.
3. Follow the steps to build your report, and then select Generate export.