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Conversation tags tell your team what a conversation is about and how urgent it is. Your agent applies one when it hands a conversation over, and you can filter and sort the Inbox by tag. Macros are saved replies that anyone on your team can insert by typing a shortcut. Both are set up under Settings and used in Inbox. Who can create, edit and delete them depends on the role; see Team and roles.

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Conversation tags

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Create a tag

1

Open Settings → Conversation tags

Tags are listed with their Priority and a Created time, with the description under the name.
2

Click New tag

In the New tag dialog, enter a Name (up to 50 characters, no commas, unique in your workspace). Choose a Priority: High, Medium or Low. Pick a Color (blue, green, yellow, red, purple, cyan, pink or orange) and, if you like, add a Description (optional). The Preview shows how the tag will look.
3

Click Create tag

You see “Tag created”. The tag is available in the Inbox, and offered to your agents’ handover, straight away.
To change a tag, click its row, edit it and click Save tag. To remove one, open the ⋯ menu on its row, choose Delete and confirm with Delete tag. Conversations keep their messages but lose the tag, and this can’t be undone.
The agent chooses between your tag names, so name each tag for the reason a customer needs a person, such as “Refund request” or “Payment problem”. The Description is there for your team.

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How the agent tags handovers

When an agent with Hand over to your team switched on hands a conversation over, it picks the most relevant of your tags and applies it. The tag shows on the conversation’s row in the list and beside the customer’s name in the header, and its name goes into the agent’s Slack alert if it sends one. You do nothing else: tags you create, rename or delete are updated in every agent’s handover automatically. See Hand over to your team.

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Tag a conversation yourself

In the conversation header, open More actions and choose Conversation tag…. It appears once you have at least one tag. Pick a tag, or Remove tag to clear it. A conversation has one tag at a time. If the change fails you see “Couldn’t update the tag” or “Couldn’t remove the tag”. On a wide window the header shows the current tag beside the customer’s name. In the list it is a coloured badge on the row, with a flag on High priority tags.

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Filter and sort by tag

Click Filters in the list’s head, then:
  • Tag limits the list to one tag. All tags clears it.
  • Sort by → Priority lists High tags first, then Medium, then Low, then conversations without a tag, most recent first within each group. Recent puts the latest activity first.
Click Apply. Both settings are kept in the page address, so a shared link opens the same list. In Reports, By tag and Resolved by the agent, by tag break the numbers down by tag; see Reports.

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Macros

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Create a macro

1

Open Settings → Macros

Macros are listed with their Macro name, Shortcut and Last updated time. Search macros filters the list.
2

Click New macro

In Create macro, enter a Name, a Shortcut and the Message.
3

Add smart variables

Under Smart variables, click Customer name or Sender name to put {{customer_name}} or {{agent_name}} at the cursor. They are filled in when someone uses the macro.
4

Click Create macro

You see “Macro created”. It is available to everyone on your team straight away.
The Shortcut takes letters, numbers, hyphens and underscores, and must be unique in your workspace; case does not matter. You trigger it with a leading /, so welcome becomes /welcome. Otherwise you see “Use only letters, numbers, hyphens or underscores.” or “That shortcut is already in use. Choose something different.” Under Need inspiration? the dialog offers two ready-made replies, Warm welcome (/welcome) and Friendly follow-up (/followup). Click Use this example to start from one. To change a macro, click its row, edit it and click Save macro. To remove one, open the ⋯ menu on its row, choose Delete and confirm with Delete macro; it disappears for everyone on your team.

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Use a macro in a conversation

  1. On the Reply tab, click Insert macro, or type / at the start of the message or after a space.
  2. The panel opens with Search macros, your Recent macros first (the last six you used in this browser), then All macros. Keep typing to search by name, shortcut or message.
  3. Use ↑ and ↓ to move and press Enter to insert. The macro lands at the cursor.
  4. Edit the text if you need to, then send.
{{customer_name}} becomes the customer’s name, first and last, and {{agent_name}} becomes yours, or the part of your email before the @ if you have no name set. When a name is missing the variable becomes “there” for the customer or “our team” for you. Macros work on Reply, not on Note. With none saved the panel reads No macros yet, and when nothing matches your search it reads No matches; both offer Manage macros, which opens Settings → Macros.