Tag a conversation

Tags are how you categorize conversations: what topic, what product, what urgency. Once tagged, conversations become filterable in the list, can be routed by automation, and roll up into analytics.

Two ways to tag

• One conversation at a time — While reading or replying — quick, contextual
• Bulk — Cleaning up a backlog, retagging historical conversations

Tag a single conversation

1. Open the conversation.
2. Press T (or click the tag icon in the conversation header). The tag picker opens.
3. Search by name, or browse by category — tags are organized into a hierarchy with category dots.
4. Click a tag to apply it. Click again to remove.
5. Click outside the picker (or press Esc) to close.

The tag appears as a colored chip on the conversation row in the list and in the conversation detail.

Tag many conversations at once

1. Filter the list to the conversations you want to tag (by date range, channel, untagged status, etc.).
2. Hover over a conversation row — a checkbox appears. Click it.
3. Select more rows or use Select all.
4. In the bulk action bar at the top, click Add tag.
5. Pick the tag(s).
6. Confirm.

For full bulk-action coverage, see Use bulk actions on conversations.

What tags actually do

Once applied, a tag isn’t just decoration:

• Filtering — narrow the list to “tag = refund + status = Active”
• Routing — automation rules can route, assign, or escalate based on tags
• Analytics — break down volume, response time, CSAT by tag in the Dashboard
• Knowledge — Sidekick uses tag context when surfacing related KB articles
• Search — find conversations by tag combination

Topic tags vs. metadata tags

Atender distinguishes two tag types:

• Topic — What the conversation is about (refund, bug, account-creation) — Red dot
• Metadata — Operational context (vip-handled, escalated, follow-up-needed) — Blue dot

Use topic tags for content classification. Use metadata tags for workflow signals. The split keeps your analytics clean — you can ask “how many refund conversations did we have?” without metadata tags polluting the count.

See What are tags? for the full tagging system.

Verify it worked

• The tag chip is visible on the conversation row in the list
• Filtering the list by that tag includes the conversation you just tagged
• For bulk: refresh the list and confirm the tag is on every selected row

Troubleshooting

• Symptom: The tag I want doesn’t exist. Fix: Open Settings → Tags and create it. New tags can be created on the fly from some pickers, but Settings → Tags is where you organize the hierarchy. See Create a tag.

• Symptom: Bulk-tagging a large selection takes a while. Fix: Bulk operations are queued and run server-side; for very large selections (1000+), expect a few seconds. The list refreshes as the operation completes.

• Symptom: I can’t remove a tag. Fix: Some tags may be applied automatically by automation rules and re-applied if the rule still matches. Disable or adjust the rule, or change the conversation so the rule no longer applies.