Tags mark conversations by whatever matters to your business, such as "VIP", "Quote sent" or "Waiting for documents". A custom tab is built from tags: every open or pending conversation that carries one of its tags shows up in it automatically. That lets you split the inbox into work stages and move a conversation from stage to stage in one click.
Create a tag
Tags are created by an admin or a supervisor.
- In the side menu, click Tags.
- Click New Tag.
- Enter a Name (at least 3 characters) and pick a Color.
- Click Add. The tag is available to the whole team right away.
Tag a conversation
At the top of every conversation there is a tag list. Tick one or more tags and the change is saved at once. Every user can tag conversations, but only admins and supervisors create new tags. Note: tagging a conversation that is in Pending also accepts it for you, and it moves to Open. To see only conversations with a certain tag, choose it in the Tags filter above the list.
Create a custom tab
Tabs are created by an admin or a supervisor, and they are shared by the whole team.
- On the Tickets screen, click ⋯ at the end of the tab row (Manage tabs). Can't see it? Open the filters with the funnel icon.
- Choose Add new tab.
- Enter a Tab name, for example "Closed deals" or "VIP clients".
- In the Tags field, choose one or more tags. Conversations carrying any of them will show up in the tab automatically.
- If you like, enter a colour in Colour (optional, hex), then click Create.
The new tab appears between Pending and Closed. An open or pending conversation that enters a custom tab leaves Open and Pending, and appears in only one custom tab. Closed conversations stay in Closed. In a custom tab, too, an agent only sees their own conversations and the waiting conversations in their queues.
Move a conversation between stages
In an open or closed conversation, click Move to… and choose where: Open, Pending, Closed or one of the custom tabs. Moving to a custom tab swaps the conversation's tab tags for the tags of the tab you chose, and its other tags stay. Moving to Open, Pending or Closed removes the tab tags from the conversation. The Move to… button is available to every user, not just admins.
Tips
- To edit or delete a custom tab: ⋯, then Rename (name, tags and colour) or Delete tab. Deleting a tab doesn't affect the conversations or the tags.
- Create the tags first, and only then the tabs that use them.
- One tab per real stage of your work is enough. Too many tabs make conversations harder to find.