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

Flagging is an Owner / Admin action. Frontline agents can see flags that have been placed on their conversations, but they can’t add or remove flags themselves. This keeps the flag a clean coaching and quality-review channel between team leads and the people they oversee.

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.
• 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

• The conversation row shows a red flag indicator in the list.
• Reopening the conversation shows the flag with your comment in the header.
• 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.