Smart Tags

Conversation Tags in Analytics Insights give your team a structured way to organize and understand customer conversations. Tags make it easier to measure trends, track performance, and identify opportunities for improvement, all from one view.

Written By Jill Berkowitz

Last updated 4 months ago

Tags categorize conversations based on their purpose or topic. In the Analytics Insights tab, you can view:

  • Top Tags: See which tags appear most frequently across your workspace.

  • Tag Usage Breakdown: Understand the percentage of conversations associated with each tag.

  • Subtopics: Dive deeper into how tags are distributed within broader themes (like support, sales, or billing).

This visibility helps your team see where most conversations are happening and where to focus resources or automation efforts.

Tags turn conversation data into actionable insights. With tagging, you can:

  • Track recurring customer needs or issues.

  • Measure how much of your team’s workload falls into key categories (like leads, support, or sales).

  • Spot new trends as they emerge.

  • Improve reporting accuracy across departments.

How to View Tags

  1. Go to Analytics in the sidebar.

  2. Open the Insights tab.

  3. Select specific Tags to see related subtopics.

Managing Tags

You can easily create and maintain your workspace tags to keep your Insights organized and relevant.

  1. Click Manage Tags.

  2. Edit existing workspace tags or add a new tag.

  3. Name your tag and optionally select an emoji to visually distinguish it.

  4. Define the value. Describe what the tag represents or when it should be used.

  5. Add any related subtopics to group similar conversations under one main tag.

Keeping your tags well-structured and regularly updated ensures consistent data across your workspace and improves the accuracy of your reporting.

Looking for a full overview of Analytics Insights? Click here.