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Tags and Notes are the Inbox’s internal organization and collaboration tools. Tags categorize Conversations for filters and reports; Notes are internal comments that the contact never sees, used to pass context between attendants or record important thread information. Side panel with Tags and Notes for a Conversation

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Tags

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What they are

Tags are free-text labels applied to a Conversation. They appear as colored badges in the Conversation list and can be used as filters in the Inbox and in Analytics reports. Usage examples:
  • billing — Conversation related to a payment or invoice
  • complaint — dissatisfied customer, to monitor complaint volume
  • hot-lead — identified sales opportunity
  • bug-reported — product error reported by the contact
  • vip — strategic contact that deserves priority attention

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Adding Tags

1

Open the Conversation

Select the thread in the Conversation list to load the central panel.
2

Access the side panel

In the context panel on the right (or in the actions menu in the header), click Tags.
3

Type or select

Start typing to filter existing Tags or create a new one by pressing Enter. The Tag is created in the Workspace scope.
4

Confirm

The Tag appears immediately in the Conversation list and in the thread header.
Establish a naming convention for Tags before you start — e.g., prefixes type-*, status-*, product-*. This greatly simplifies filtering and Analytics reports.

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Filtering by Tags

In the Inbox, use the advanced filter to select one or more Tags. Conversations must have all selected Tags to appear (AND logic). For OR, use separate filters in different tabs.
Tags applied by attendants can also be automatically inferred by the AI Agent via handover rules. Conversations with certain patterns receive Tags like "complaint" or "cancellation" before they even enter the queue.

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Internal Notes

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What they are

Notes are private team comments, visible only to attendants and managers. The contact never receives or sees Notes. They are ideal for:
  • Passing briefings between support shifts
  • Recording sensitive information (e.g., “customer threatened legal action”)
  • Noting agreements made outside the platform
  • Documenting exceptions approved by supervision

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Adding a Note

1

Open the Conversation

Select the thread in the Inbox.
2

Click 'Internal Note'

In the chat footer, switch the reply mode to Note. The text field changes color to indicate internal mode.
3

Write and send

Type the comment and press Enter. The Note appears in the chat timeline with a distinct badge — not to be confused with real messages.

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Audit trail

Complete timeline

Tags added, Notes created, status changes, and Takeover events all appear together in the Conversation’s chronological timeline.

Authorship recorded

Each Note and each Tag change records the attendant’s ID and name with an ISO 8601 timestamp.

Immutability

Notes cannot be edited after creation — only deleted by owners and managers. This ensures audit trail integrity.

Export

Notes and Tags history is included in the Conversation export via API. Useful for compliance processes.
Attendants with the attendant Role can create and view Notes, but cannot delete them. Only manager and owner have deletion Permission to ensure complete traceability.

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Best practices

  • Be concise in Notes — the next attendant needs to understand in seconds
  • Use consistent Tags — avoid synonyms like billing, payment, and invoice for the same topic
  • Review Tags periodically — do a monthly cleanup of Tags that no longer make sense for the business
  • Combine Tags + Notes — Tags for categorization, Notes for detailed context