Tags are free-form labels you put on conversations. They show up in the inbox sidebar, in saved views, in reports, and in webhook payloads. Most teams have 20 to 50 tags and revisit the list quarterly.
Add a tag
Open a conversation. Click Tags in the sidebar (or press T). Type to filter, click to add. Multiple tags per conversation are fine.
Auto-tagging
Settings > Automations > Auto-tag. Match by keyword, intent (AI-classified), channel, or any other condition. The AI auto-tagger runs on every new conversation and reports its precision to Settings > AI > Auto-tag report each week.