How Do I Use Tagging?

Introduction

To enrich the metadata of a conversation, tags can be used to label or categorize conversations. You can tag conversations manually from within the conversation view or have triggers automatically tag conversations based on their characteristics upon arrival. This article describes how to tag a conversation manually.

Tagging a Conversation

1. Go to the conversation that you would like to tag.

2. Find the 'Add Tag' button in the top-left corner of the conversation view.

3. Click on the 'Add Tag' button to display the tag categories and tags.

4. Select the tag category from which you would like to add a tag.

5. Click on the tag you want to add to the conversation.

6. Once selected, the tag will be added to the conversation.

Tip: Multiple tags can be added to a single conversation

Video

Please watch this video below on how to add tags and why.

Learn More

To learn more about how to configure tags, please refer to the following articles:

• How do I configure tag categories and tags?

• How do I create and use an effective tag structure?

• How does automated tagging work?