Tags

Tags label conversations by topic so you can filter, build views and see what customers contact you about in Insights.

Creating and editing tags

Go to Settings → Tags. The + button adds a tag, which you then rename, give a colour and — importantly — describe.

The description isn't decoration. It's what auto-tagging uses to decide whether a conversation belongs under that tag, so a clear description gives you better tagging. "Questions about delivery times, tracking and undelivered parcels" works much better than "Delivery".

Automatic tagging

Enable auto tagging at the top of the page is on by default.

How it works:

It runs when a message arrives from a customer.

It picks at most one tag per conversation, from the tags you've created.

It can pick none, if nothing fits.

It cannot invent tags. If you have no tags, nothing happens.

That one-tag limit matters when you're reading reports: a conversation about a late delivery and a refund gets one label, not two. Tag counts in Insights are a guide to what customers contact you about, not an exhaustive count of topics raised.

Agents can add more tags by hand at any time — the limit only applies to automatic tagging.

Tagging by hand

Open a conversation and use the Tags row in the sidebar. Add tags opens a searchable list; each tag has an X to remove it.

You can't bulk-tag from the list view, but a rule can tag automatically based on the sender, subject or content — see Rules.

Using tags

Filtering. The filter menu has Include tags with an Any/All toggle, and Exclude tags.

Views. Tags don't appear in the sidebar on their own. To get a tag in your sidebar, create a view filtered to that tag — see Views, filters and search.

Display. Turn on the Tags display property to show them as coloured pills on each row.

Insights. The Conversation Tags chart shows the most common topics based on tags.

Notes. Notes can be tagged too, which is purely for your own organisation — tags on a note don't affect when Mimir uses it.

Keeping tags useful

Fewer, clearer tags beat many overlapping ones. With one automatic tag per conversation, near-duplicates split your reporting for no benefit.

Write descriptions for every tag. Auto-tagging leans on them.

Review occasionally. A tag created for one campaign will keep being applied long after the campaign ends.

Remember the coverage limit. Conversations that predate a tag won't have it, and not every conversation gets tagged at all. Treat tag reporting as a sample, not a census.

Deleting a tag removes it from Settings → Tags. If you're using it in saved views, update those too.