Tags (Labels, Folders, Filters)

What are Tags?

Tags are a way to organize conversations and flag specific ones that need attention. For example, if a staff member exclusively handles VIP customer inquiries, tags make it easy to route those conversations to the right person without any friction.

To add or manage tags, navigate to Settings > Tags. From here you can:

• Add new tags by selecting Add Tag at the bottom of the page.
• Edit or delete existing tags.
• Sort tags manually or alphabetically.
• View how many conversations a tag is currently assigned to.

To add a tag to a conversation, select the tag icon in the top left corner of the conversation page. You can also create a new tag from here by typing the name and selecting Create New Tag.

To tag conversations in bulk, navigate to All Conversations, select the conversations you want to tag, and select Tag. To find conversations with a specific tag at any time, use the search filters and select the tags you want to filter by.

Automate tagging with workflows

Workflows allow you to apply tags to conversations automatically based on conditions you define. If you are not familiar with workflows, see the Workflows article to learn more. The example below shows how a workflow can automatically tag conversations from high-value customers:

When condition:
A customer message arrives
If condition:
(Shopify) Customer order count is greater than 10
Then condition:
Tag conversation with "VIP Customer"
This workflow will automatically tag any conversation from a customer with more than 10 orders with the VIP Customer tag.

Tag reporting

Tags work alongside Re:amaze's reporting features to help you narrow down performance metrics. For almost every report, you can filter by specific tags to focus on a narrower scope and get more precise data. You can view a tags report to see which tags are used most frequently or filter to surface unused tags. A tag with high usage often indicates a recurring pattern worth investigating.

You can also select multiple tags when filtering your reports.