Conversation tagging

Tags are workspace-wide labels you attach to conversations for filtering, organization, and later analysis.

Adding and removing tags

In a conversation: use Add tag in the composer or the Tags section of the Details panel.
Conversations can carry multiple tags.
Removing a tag is the same control — unselect it.

Filtering — the conversation filter menu and search both filter by tag; a filtered view can be shared by URL.
Workflow signals — tags like bug, billing, feature-request make queues self-describing.
Reporting input — tag-based counts are the cheapest way to see what customers actually write about.
AI-adjacent signals — operational tags like resolved-by-docs record how work was done.

Two system tags are applied automatically and shouldn't be added manually:

They help identify AI-handled work alongside the AI Handling and AI Resolved views.

Keep the set small — a dozen well-chosen tags beat fifty overlapping ones.
Name for what the conversation is about, not who handled it (billing, not sarah's-queue).
Prefer tags for categories; use assignment for ownership, mailboxes for teams.
Audit occasionally: search by tag and prune tags that no longer earn their place.

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