Tagging your conversations helps you understand your customers and see which questions come up most often. With tags you can spot trends, filter conversations by priority, prepare better shortcuts or chatbot answers, and improve your website based on real feedback. You can even tag past conversations to find them more easily later.

We've broken the article into a few sections:

There are two ways to create a tag — from your settings, or on the fly while chatting.

Open Settings and choose Tags, then click the blue Add tag button in the top-right corner:

On the next screen, set the tag name, pick a color, and add an optional description. Don't forget to save:

All your tags are listed in Tag settings, where you can edit them anytime:

You can also create a tag during a conversation — click Add tag, then Create. You can make as many tags as you like:

Once your tags exist, add them straight from the header of any conversation. Click Add tag, then scroll the list or type a tag name to search:

In the Inbox list, tagged conversations show their tags right away, so you can scan them at a glance:

To see which tags were used most over the last week, month, or year, go to Statistics > Tags: Usage. You can filter the results by group and by time period:

Compare up to 4 tags at once by ticking their checkboxes and watching them on the graph:

Click a tag's Usage count to open all conversations under that tag. You can also search by tag directly in Inbox > Resolved > Search > Advanced search > Tags: