What it is
Tags help you tell chats apart at a glance. Every workspace has four built-in tags: Negative, Ignore, Acknowledged and Lead. An Owner, or a team member with Inbox "View and change", can add the workspace's own tags too. Tags are for your team only: the customer never sees them, and a tag never sends anything.
How to use it
- Open Inbox and select a conversation.
- In the conversation header, select Tags. Tick a tag to add it, or untick it to take it off. It is saved at once.
- To add your own tag, type a name under Add a custom tag (up to 40 characters) and select Add. It is added to this conversation straight away.
- To remove one of your own tags from every conversation, select the × beside it in the Tags panel and confirm. Built-in tags cannot be removed.
- To see only the conversations with one tag, use the tag list beside the filters above the conversation list (it says All tags until you pick one). Pick All tags to see everything again.
What the data means
- Tags on a row: up to two tags show on each row of the conversation list; "+1" (and so on) means there are more, and holding the pointer on it lists them.
- The number beside a tag in the tag list is how many conversations carry it.
- A tag that was removed no longer shows anywhere; the conversations themselves are kept.
Possible issues and fixes
No Tags button
Symptom: You can't see Tags in the open conversation.
Why: You can read the Inbox but not change it.
Fix: Ask your Owner for Inbox "View and change" in Settings → Team & roles.
How to check: Tags shows in the conversation header.
"A tag with that name already exists" or "the most custom tags it can keep"
Symptom: Adding a custom tag fails with one of these messages.
Why: Tag names are unique, and each workspace keeps a limited number of custom tags.
Fix: Pick the existing tag, or remove a tag you no longer use first.
How to check: The new tag shows in the tag list.
