Flag a conversation

Flagging marks a conversation for review. It doesn’t change the conversation’s status or assignment — it adds a visible signal that someone has earmarked this thread for closer attention.

Who can flag

Users can flag conversations when their role includes the flag-conversations permission. Owners, Admins, and Team Leads keep access through their standard roles. Flags are visible only to users with permission to see flags on conversations. Agents whose roles don’t include the permission won’t see the flag action or flag indicators. This keeps the flag a clean coaching and quality-review channel for leadership review.

If you don’t see the flag icon in the conversation header, your role doesn’t have flagging permission. Talk to a workspace owner if you think you should.

When to flag

• Quality review — a team lead wants to come back to this conversation for coaching.
• Training material — this is a strong (or instructive) example worth keeping in front of the team.
• Follow-up reminder — handled today, but worth a second look later.
• Edge case — unusual situation worth documenting.

Steps

1. Open the conversation.
2. Click the flag icon in the conversation header.
3. In the dialog, add a short comment explaining why you’re flagging.
4. Click Flag.

What changes

• A red flag indicator appears on the conversation row in the list for users with permission to see flags.
• The flag and its comment are visible to anyone with permission to see flags on this conversation.
• Flagged conversations are filterable in the list and surface clearly in Monitor views built around quality review.

Edit or remove a flag

1. Open the flagged conversation.
2. Click the flag icon again — it shows its active state in the header.
3. The dialog reopens in edit mode.
4. Update the comment, or click Unflag to remove the flag entirely.

Flag patterns

• For a coaching queue — flag with a comment like “QA review please” so a Monitor view filtered to flagged conversations populates the team lead’s review session.
• For training — flag with a comment like “good first-response example” or “see how the customer reacted to delay”.
• For a recurring customer issue — flag the conversation that captures the pattern, so you can pull it up next time it comes around.
• For your own follow-up — flag with a comment like “remind me to ping support engineering on Thursday”.

Verify it worked

• If you have flagging permission, the conversation row shows a red flag indicator in the list.
• Reopening the conversation shows the flag with your comment in the header for users with permission to see flags.
• Filtering or viewing flagged conversations in Monitor includes this one.

Flagging vs. tagging

A flag is a single binary signal with one comment, scoped to admins. A tag is a categorical label with many values, available to everyone. They serve different jobs:

• “This conversation deserves another look” — Flag
• “This conversation is about refunds” — Tag

Use a flag for an operational reminder visible across leadership. Use a tag for content classification.

See also

• Add internal comments
• Use bulk actions on conversations
• What is Monitor?