Managing Conversation Tags

Conversation tags help you group Social Inbox conversations by theme, product, or intent so your team can filter work and report on response patterns in Social BI.

Prerequisites

• Conversation Tags permission with Create access to add tags in Settings

Create Conversation Tags in Settings

1. Go to Settings > Inbox > Conversation Tags.
2. Click New Tag.
3. Enter a tag name (up to 64 characters) and save.

You can search, rename, and delete tags from the same page. Each account supports up to 100 conversation tags across the Conversation Tags, Message Tags, and Media Tags settings pages combined.

Tag Conversations in the Social Inbox

1. Open a conversation in the Social Inbox.
2. In the conversation details panel, find Conversation Tags.
3. Click to add or remove tags on the conversation.

Tag changes appear in the conversation History, for example when a user adds or removes a tag.

Filter Inbox Views by Tags

1. Open a default or custom inbox view.
2. Click the filter icon.
3. Use the Tags filter to show untagged conversations, tagged conversations, or specific tags.

Combine the Tags filter with Profile, Status, Assigned, Campaign, and other filters to build custom views.

Report on Conversation Tags in Social BI

Use the Inbox data source in Social BI and group or filter by Conversation Tags to analyze tagged conversations over time.