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Conversation tags tell your team what a conversation is about and how urgent it is; the AI agent applies them when it hands over, and you can filter and sort the Inbox by them. Macros are saved replies your whole team can insert with a shortcut. Both are set up under Settings and used in Inbox.

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Conversation tags

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Create a tag

1

Open Settings → Conversation Tags

Existing tags are listed with their Priority, Description, and Created date.
2

Click New Tag

In Create Tag, enter a Name (up to 50 characters, no commas, unique in your workspace), choose a Priority (High, Medium, or Low), pick a Color, and optionally add a Description. The Preview shows how the tag will look in the Inbox.
3

Save

The tag is immediately available in the Inbox and to your agents’ handover.
Edit a tag from the list at any time. Deleting one removes it from every conversation that uses it; this cannot be undone.
Write the Description for the agent as much as for your team. The agent chooses the tag that best describes the reason for the handover, so a description like “Customer wants a refund or reports a payment problem” gives it something to match against.

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How the agent tags handovers

When an agent with Handover enabled hands a conversation to a person, it picks the most relevant of your tags and applies it. The tag appears on the conversation row and in the header, and the tag name is included in the Slack notification if the agent sends one. Nothing else is needed: every tag you create or rename is offered to the agent automatically. See Capabilities for the handover settings.

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Tag a conversation yourself

In the conversation header, click the Tag chip and pick a tag. Pick another to replace it, or Remove tag to clear it. A conversation has one tag at a time.

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Filter and sort by tag

  • Above the conversation list, the All Tags dropdown limits the list to one tag. The same filter is available in Filters.
  • The sort chip next to it switches between Recent (latest message first) and Priority (High, then Medium, then Low, then untagged; most recent first within each group).
  • In the list, High priority tags are marked with an exclamation mark.
Reports can also be broken 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 Shortcut and Last updated date, and you can search them.
2

Click New macro

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

Add smart variables

Under Smart variables, insert Customer name or Agent name. They become {{customer_name}} and {{agent_name}} in the text and are filled in when the macro is used.
4

Save

The macro is available to everyone on your team straight away.
Rules for the Shortcut: letters, numbers, hyphens, and underscores only; it must be unique in your workspace (case does not matter); you trigger it with a leading / in the composer, so welcome becomes /welcome. 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. Deleting a macro removes it for everyone on your team.

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Use a macro in a conversation

  1. In the composer’s Message tab, click Macros, or type / at the start of the message or after a space.
  2. The Insert macro panel opens with your Recent macros first, then All macros. Keep typing to search by name, shortcut, or content.
  3. Use the arrow keys and press Enter (or Tab) to insert. The macro is inserted at the cursor, with {{customer_name}} replaced by the customer’s name and {{agent_name}} by yours. Esc closes the panel.
  4. Edit the text if needed, then send.
If the customer has no name on file, the variable becomes “there”; if your profile has no name, “our team” is used. The / shortcut works only in the Message tab. Manage macros at the bottom of the panel opens the settings page.