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A busy inbox gets messy fast. Tags are how you cut through it — label a chat “VIP,” “Billing issue,” or whatever your team tracks, and you can pull up every matching conversation in one click, from the inbox or the kanban board.

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Before you start

You’ll need at least one tag already created. See Manage tags if your list is empty.

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Three places to add one

You’re never more than a click away from a tag picker:
1

Right from the chat list

Every row has a + Tags chip on the right. Click it, check off whatever applies, done. The row shows your first tag plus a +N if there’s more — hover over that to see the rest.
2

Inside the chat, from the profile panel

Open the conversation and expand Tags in the profile panel. Hit Select tag to grab an existing one, or + Add tags if you need a new one and don’t want to leave the chat to go create it.
3

On a kanban card

Same + Tags control shows up on cards. Tag from either side and it appears on both — the chat and the card stay in sync automatically.
Every one of these pickers has a search box built in, so this still works once your tag list gets long.

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Finding chats by tag later

The point of tagging is finding things again. The chat list’s filter panel has a Tag filter — pick one or more tags and the list narrows to just those chats. The kanban board has the same filter, and it applies across every column at once, not just the one you’re looking at.

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Who can do what

Two different permissions are at play here, and it trips people up:
  • Managing the tag list — adding new tags, renaming them, changing colors, deleting them — lives under the Tag setting permission, set to Manage.
  • Putting an existing tag on a chat rides on your normal chat write access instead. So you can have full rights to tag chats you’re working on without ever touching the tag settings page, and someone else could manage the whole tag list without being able to tag a single chat.
If a tag picker looks greyed out or missing, that’s almost always one of these two permissions — worth a quick check with your admin before assuming something’s broken.

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A couple of tips

Give your important tags colors that actually stand out — a bright “Urgent” tag catches your eye scrolling through fifty chats in a way a plain grey one won’t. And if you tag as you go, during a campaign or right after an import, filtering later takes zero extra effort — you’ve already done the work.