Getting Here

Access this feature from your Workspace settings under the Inbox settings sub-menu item, Tags.

Managing Tags

You can add, edit and delete Tags from the Tags page.

Creating Tags

To create a new Tag, click the Create tag button.

On the Create tag dialog, provide the following information:

Field	Description
Emoji	Click the emoji icon and select an emoji from the list that displays.
Name	Provide a name for the Tag.
Color	Select a color for the new Tag.
Description	Describe your Tag here. This description is displayed when you hover over the Tag in the Inbox module for guidance.

Once added, you can use the Search Tags field to search for a Tag that you want to edit or delete.

Creating Tags from the Inbox

Tags can also be created directly from the Inbox when assigning a Tag to a Contact.

Any user role, including Agents, can create new Tags from the Inbox.
If the Tag does not exist, simply type a new Tag name and create it directly while tagging the Contact.

This allows Agents to quickly label conversations without needing access to Workspace settings.

Editing Tags

From the Actions menu, select Edit to edit the Tag you are interested in. Update your Tag on the Edit Tag dialog box and click Save to save your edits.

Deleting Tags

From the Actions menu, select Delete to delete the Tag you want to delete. On the dialog that displays, enter the number of Contacts assigned to this Tag in the text area to confirm deletion and click Delete permanently. The Tag is permanently removed from all Contacts with this Tag on the platform. This may affect Contact segments and workflows.

Tag Permissions by Role

Action	Agent	Manager	Owner
Create Tags from Inbox	✅	✅	✅
Create Tags from Workspace Settings	❌	✅	✅
Edit Tags	❌	✅	✅
Delete Tags	❌	✅	✅