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Tags

Organize and categorize conversations with tags

Tags help you categorize conversations for better organization, filtering, and reporting. Use them to track topics, priorities, or any classification that matters.

Overview

Tags are powerful because they:

  • Organize - Group similar conversations together
  • Filter - Find conversations by category quickly
  • Report - Analyze trends by tag in analytics
  • Automate - Trigger workflows based on tags
  • Route - Assign conversations based on tags

Creating Tags

From Settings

  1. Go to Settings → Tags
  2. Click New Tag
  3. Enter a name
  4. Choose a color
  5. Add an optional description
  6. Click Save

Quick Create

Create tags on the fly while tagging a conversation:

  1. Click the tag icon on a conversation
  2. Type a new tag name
  3. Click "Create tag"

Tag Properties

Property Description
Name The tag label (e.g., "Bug", "Feature Request")
Color Visual identifier for quick recognition
Description Optional explanation of when to use

Applying Tags

Manual Tagging

  1. Open a conversation
  2. Click the tag icon in the header
  3. Select one or more tags
  4. Tags are applied immediately

Bulk Tagging

  1. Select multiple conversations in the inbox
  2. Click Tag in the bulk actions menu
  3. Select tags to add or remove

Automatic Tagging

Use Workflows to auto-tag based on:

  • Keywords in the message
  • Customer attributes
  • Channel (email, chat, Slack)
  • Time of day

Filtering by Tags

Filter your inbox to show only tagged conversations:

  1. Click Filter in the inbox
  2. Select Tags
  3. Choose one or more tags
  4. Save as a view for quick access

Tag Analytics

Track tag usage in Analytics:

  • Tag Volume - Conversations per tag over time
  • Tag Distribution - Breakdown by tag
  • Resolution by Tag - How quickly tagged issues resolve
  • CSAT by Tag - Customer satisfaction by category

Learn more about Analytics →

Common Tag Strategies

By Topic

  • Billing
  • Technical Issue
  • Feature Request
  • Account
  • Onboarding

By Priority

  • Urgent
  • High Priority
  • Low Priority

By Status

  • Waiting on Customer
  • Waiting on Engineering
  • Escalated
  • VIP

Best Practices

  • Keep it simple - Start with 5-10 tags
  • Use colors - Red for urgent, green for resolved, etc.
  • Review regularly - Remove unused tags
  • Document usage - Add descriptions so team knows when to use
  • Automate - Use workflows to reduce manual tagging