Tags

Tags are free-form labels you can attach to a conversation. They're how you slice the inbox by topic, customer segment, or anything else beyond the seven built-in filters.

How tags get applied

Three sources:

1. Routing rules. A rule with the add_tag action appends a tag on inbound. See Routing rules.
2. AI auto-labeling. The AI agent reads each new conversation and applies topical tags like billing, bug, or feature-request. See Auto-labeling.
3. Manual edit. From inside a conversation, the customer-context rail on the right side has a tag editor. Add or remove tags directly on the conversation.

You can mix all three. AI auto-labels for topic, routing tags for segment, manual tags for one-off cases.

Where tags appear

• Conversation row. The first couple of tags show inline next to the customer name and subject.
• Conversation view. All tags are visible in the customer-context rail.
• Search. Tags are indexed and searchable.

Tags as the AI bypass list

Tags also act as a guardrail for the AI agent. If a conversation has a tag in the AI bypass list, the AI doesn't draft a reply. Useful for sensitive topics like refunds, security questions, or VIP customers.

Configure the bypass list in Guardrails. Common bypass tags:

• vip for high-value accounts
• legal for anything involving contracts or compliance
• security for security questions
• do-not-ai as a generic catch-all

Once a conversation has a bypass tag, the AI stays out and the conversation is queued for a human regardless of any autopilot configuration.

Tags vs custom fields

Tags are simple labels. Custom fields are typed key-value attributes (text, number, date, dropdown).

Use tags for things you'll filter the inbox by. Use custom fields for structured data on the conversation or customer record like account tier or contract value. Custom fields can also be matched on by routing rules. See Custom fields.

A general rule: if you'd say "show me all conversations with X," use a tag. If you'd say "what is the X of this conversation," use a custom field.

Tag conventions

A few conventions that work well:

• Lowercase, hyphenated. bug-report not Bug Report.
• One word per concept. billing not billing-and-payments. Stack tags instead.
• Avoid duplicate intent. If you have bug and defect, pick one.

These are conventions, not rules. The system stores tags as case-sensitive strings; the inbox normalizes for display but routing-rule conditions match case-insensitively.

What's not in v1

• No bulk tag toolbar over multiple selected rows.
• No "remove all conversations with this tag" sweep from settings.
• No formal tag taxonomy editor — tags exist by virtue of being applied somewhere.

Related

• Routing rules for the add_tag action.
• Inbox filters for the built-in filters tags live alongside.