What are tags?

Tags are labels that you create to organize and categorize conversations and contacts. Each tag has a name, a color, and an optional description.

Examples of use: tagging conversations by topic ("billing", "cancellation"), by priority ("urgent"), by campaign ("black-friday-2026"), or by any criterion that makes sense for your operation.

Where can I find the tags?

Tags appear in three places:

• Settings > Tags — management page where you create, edit, delete, import, and export tags

• Conversation sidebar — to apply or remove tags from a specific conversation

• Contact profile — to apply or remove tags from a contact

Who can manage tags?

Only Administrators can create, edit, delete, and import tags in the Settings page.

Any authenticated user (agents, supervisors, etc.) can apply and remove tags on conversations and contacts.

How to create a tag

1. Go to Settings > Tags

2. Click on Add Tag

3. Fill in the name (mandatory), description, color, and whether it should be displayed in the sidebar menu

4. Save

Naming rules:

• Minimum of 2 characters

• Only letters, numbers, hyphens (-), and underscores (_)

• No spaces or special characters

• Converted automatically to lowercase

• Must be unique within the account

How to apply tags to a conversation

1. Open the conversation

2. In the right sidebar, locate the tags section

3. Search and select the desired tag

You can also apply bulk tags: select multiple conversations from the list and use the batch actions menu to add tags.

To remove a tag, click the "x" beside it in the conversation sidebar.

How to apply tags to a contact

1. Open the contact's profile

2. Locate the tags section

3. Search and select the desired tag

How to filter conversations by tag

Use the conversation filters to search by tag:

1. In the conversation list, open the filters

2. Select the Tags attribute

3. Choose one or more tags

You can also save this combination as a custom view for quick access.

Tag search and sorting

On the Settings > Tags page, the search field filters tags by name or description as you type.

The sorting dropdown allows organizing the list alphabetically (A-Z or Z-A) or by creation date (most recent or oldest).

CSV Export

The Export CSV option on the tags page generates a file with all account tags, including name, description, and color.

The CSV can be used as a backup, for verification, or as a basis for preparing an import file.

CSV Import

The Import CSV option allows bulk creation of tags from a CSV file.

How to import:

1. Download the sample template from the import screen — it already contains the correct columns (name, description, color) and sample rows for you to fill out.

2. Edit the file with your tags (only name is mandatory)

3. Select the file (limit of 1 MB)

4. Click Import

The processing happens in the background. When finished, you'll receive an email with a summary of the import: how many tags were successfully created, how many already existed (duplicates), and how many had errors. If there are errors, the email includes an attached CSV file with details of each failed row and the reason.

Import rules:

Tags in automations and macros

Tags can be used in automation rules and macros:

• As a condition — trigger automation when a conversation has (or does not have) a certain tag

• As an action — add or remove tags automatically when a rule is triggered

Examples:

• When a conversation is assigned to the collections team, automatically add the "billing" tag

• When a conversation receives the "urgent" tag, assign it to a specific agent

Macros also allow adding or removing tags as part of a sequence of actions manually executed by the agent.

Frequently Asked Questions

Can I apply the same tag to both conversations and contacts? Yes. Tags are shared — the same tag can be used on conversations and contacts.

What happens if I delete a tag? The tag is removed from all conversations and contacts that used it.

Can I rename a tag? Yes, by editing the tag in Settings > Tags. The new name is applied wherever the tag appears.

Can I use a semicolon as a separator in CSV? Yes. The system automatically detects whether the separator is a comma or semicolon.

Do I need to fill all columns in the CSV? No. Only the name column is mandatory. description and color are optional.

What happens if I import tags that already exist? They are ignored without error. The import summary shows how many were skipped as duplicates.