Tags and Notes

Tags and notes help you organize and categorize conversations for more efficient management.

Tags

What are tags

Tags are colored labels you can apply to conversations to categorize them quickly.

Types of tags

Organization tags

• Created by Owner/Admin
• Visible to the entire team
• Customizable colors
• Ideal for business categorizations

Personal tags

• Created by each member
• Visible only to the creator
• For personal organization
• Do not affect other users

Create a tag

1. Open a conversation
2. Click Add Tag
3. Click New Tag
4. Enter name and choose a color
5. Save

Apply a tag

1. Open the conversation
2. Click Add Tag
3. Select tags to apply (max 5)
4. Tags appear on the conversation in the list

Remove a tag

1. Open the conversation
2. Click the X next to the tag
3. The tag is removed from the conversation

Manage tags

Go to Settings > Tags to:

• Edit name and color of existing tags
• Delete unused tags
• View usage statistics

Notes

What are notes

Notes are internal memos visible only to the team, not to the customer.

Add a note

1. Open the conversation
2. Scroll to the Notes section
3. Click Add Note
4. Write the content (max 300 characters)
5. Save

Using notes

Notes are useful for:

• Recording important customer information
• Flagging necessary follow-ups
• Sharing information with the team
• Keeping track of actions taken
• Storing details for future conversations

Edit or delete

• Click on the note to edit it
• Use the trash icon to delete it
• Changes are tracked with timestamp

Best Practices

For tags

• Use few well-defined tags (e.g., "Sales", "Support", "Complaint")
• Choose distinctive colors for each category
• Define organization-level tags for consistency

For notes

• Write concise and useful notes
• Always include relevant follow-up information
• Use notes to pass information between colleagues