# Tag conversations

Label conversations by topic, such as orders, wholesale or returns, to find them later, measure them and let the AI apply tags for you.

Tags say what a conversation is about: `đơn-hàng` for orders, `giá-sỉ` for wholesale questions, `đổi-trả` for returns. With tags you can filter the inbox, see the top topics in reports, and start distribution rules and workflows from them.

## Tag a conversation

You need **Work** access to Customer Support.

**At the top of the conversation:**

1. Open the conversation in **Customer Support → Inbox**.
2. Under the customer's name at the top of the conversation, click the tag button with a plus (it reads **Add tag** when the conversation is wide; once there are tags, it is the **+** after them).
3. Type a tag name, or pick one from the suggestions, and press `Enter`.

**From the reply box:** type `@` and the tag name at the start of a line, for example `@giá-sỉ`, then press `Enter`. A tag that does not exist yet is created ("Add a new tag").

The tag appears on the conversation in the list and the timeline records "Tag added: …". To remove a tag, click it (it shows an ×) on the tags line at the top of the conversation.

Tag names are saved in lower case. Pick one style and keep to it, for example words joined by hyphens, so `đơn-hàng` and `đơn hàng` do not end up as two tags.

## Find tagged conversations

In the inbox click **Filter** and choose a **Tag**. Save the filter to keep it one click away (see [Get to know the inbox](https://hatang.dev/help/inbox/inbox-overview#filters-and-saved-filters)). Reports list the most used tags under **Top tags** ([Support reports](https://hatang.dev/help/reports/support-reports)).

## Manage the tag catalogue

The catalogue gives each tag a colour and a description, so the whole team uses the same tags the same way. You need **Manage** access to Customer Support.

1. Go to **Customer Support → Conversation tags**.
2. Type the tag name, pick a **Colour** (**Gray**, **Red**, **Yellow**, **Green**, **Blue** or **Accent**) and write when to use it, for example "Khách hỏi giá sỉ hoặc mua từ 10 hộp trở lên".
3. Click **Add tag**.

![The tag catalogue with colours, descriptions and AI tagging](https://hatang.dev/help/img/en/inbox/tags.webp)

- **Renaming** a tag renames it on every conversation that has it.
- **Deleting** a tag asks "Remove it from every conversation?" and removes it everywhere.
- **Tags in use but not catalogued** lists tags agents typed that are not in the catalogue yet. Give them a colour and a description to add them.

## Let the AI apply tags

Turn on **AI applies it** for a tag and the AI assistant tags conversations that match its description. It needs a description to know when. The assistant reads the conversation a few minutes after the customer's first message and again when the conversation is resolved, and adds only tags whose description clearly fits. It never removes a tag. Tags added this way show in the timeline like any other.

Write descriptions the way you would explain the tag to a new employee, with concrete signals: "customer asks for a price for 10 boxes or more", not "wholesale".

Spam conversations are never tagged by the AI.