Bulk-tag conversations from the Monitor

When you introduce a new tag — or a new sub-tag under an existing parent — you often want to apply it retroactively to conversations that already match. The Monitor’s bulk operations are how you do that without touching each conversation individually.

Before you start

• Permissions to view and edit conversations across the relevant teams
• The destination tag exists (create one first)
• A clear filter that captures the conversations to tag (channel, date range, content, existing tags, etc.)

Steps

1. Open Monitor.
2. Apply filters to narrow to the target set. Common patterns:
   All conversations from a date range
   All conversations on a specific channel
   All conversations matching a saved search or specific keyword
   All conversations already tagged with a parent — useful when adding a sub-tag retroactively to a subset
3. Multi-select. Use the checkbox at the top of the list to select all matching, or shift-click to range-select a chunk.
4. Click the bulk action Tag in the action bar that appears.
5. Pick the tag (or tags) to apply. You can also remove tags in the same operation.
6. Confirm. The operation runs in the background; large batches process asynchronously.

Verify it worked

The Monitor list refreshes to show the new tag on the affected conversations. For very large batches, the operation runs in the background — refresh after a minute and re-filter to spot-check.

When NOT to bulk-tag

• For high-volume ongoing categorization: use AI auto-tagging instead. Bulk-tagging is for one-off backfills.
• For tags driven by events: use Automations. A rule that auto-tags on tag added or message received is more reliable than periodic bulk sweeps.
• For tags that depend on conversation-specific judgment: don’t bulk-tag based on a coarse filter. If the right tag depends on what the customer actually said, an AI auto-tag (with a careful description) gets it right per-conversation.

Troubleshooting

• Symptom: Bulk-tag dropdown doesn’t show the tag I want. Fix: The tag may be archived or scoped to a team you don’t have access to. Confirm in Settings → Tag Management that the tag exists and is active.

• Symptom: Bulk operation seems to hang on a large selection. Fix: Operations on >500 conversations run asynchronously. Close the dialog and refresh after a few minutes — the changes will be applied.

• Symptom: I tagged the wrong set and want to undo. Fix: Bulk-untag the same set using the filter you used to tag them. There’s no automatic undo — the inverse operation is the way back.

See also

• What are Tags?
• Enable AI auto-tagging — the better answer for ongoing categorization
• Auto-tag conversations by message content (Automations recipe)