Tagging Conversations

Tags let you categorize conversations so you can filter, report on, and route them. A conversation can have multiple tags.

Add a tag

Tags are managed from the Contact sidebar on the right. In the Conversation section of the sidebar, click the tag picker to add or remove tags on the current conversation.

Create tags

1. Go to Settings → Tags (or create them inline from the sidebar tag picker).
2. Give the tag a name. Convot normalizes the name to lowercase and hyphenated (e.g., “Billing Issue” becomes “billing-issue”).
3. Each tag gets a color assigned from a fixed palette, or you can pick one.

Tags have a scope: conversation-only, contact-only, or both. Conversation tags appear in the inbox filter; contact tags appear on the contact profile. A tag scoped to “both” appears in both places.

Filter by tag

In the inbox conversation list, open the filter menu and pick one or more conversation tags. The list shows only conversations that have all the selected tags.

Routing rules and tags

You can use tags in routing rules in two ways:

• Contact tag condition: route conversations where the contact carries a specific tag (e.g., VIP customers get assigned to a senior agent).
• Add tag action: a rule can automatically add a tag to conversations that match (e.g., tag everything from your email channel as “email”).

See Auto-assign rules for rule setup.

Remove a tag

Click the tag in the sidebar tag picker and deselect it. The tag is removed from the conversation but still exists in your tag library.