As questions states, not all our conversations are tagged, which is something I want.
Usually we tag one conversation with only one tag. I looked into conversation attributes, but from the looks of it, it's visible to the customers? I dont want that.
Is there a way I can use conversation attributes the same way I use tags today? With it all being required before closing conversation?
Have you thought about using Conversation Topics? Topics and tags are both helpful tools that can help you organize and track information that you receive from a conversation. They may appear similar, but there are a few key differences that set topics and tags apart.
Topics help remove some of the manual workflows that tagging involves, as well as helping to organize conversations without requiring any additional manual tasks.
Topics are generally seen as more flexible and easier to update compared to tags.
Topics are applied to the conversation as a whole, whereas tags are applied to specific messages within a conversation.
Topics cannot be used in Rules, but tags can β this means that you would be unable to use a topic to, for example, route a conversation to a certain Inbox or add an action, such as closing a conversation.
You can read more about how topics and tags can be used in this Article
Have you thought about using Conversation Topics? Topics and tags are both helpful tools that can help you organize and track information that you receive from a conversation. They may appear similar, but there are a few key differences that set topics and tags apart.
Topics help remove some of the manual workflows that tagging involves, as well as helping to organize conversations without requiring any additional manual tasks.
Topics are generally seen as more flexible and easier to update compared to tags.
Topics are applied to the conversation as a whole, whereas tags are applied to specific messages within a conversation.
Topics cannot be used in Rules, but tags can β this means that you would be unable to use a topic to, for example, route a conversation to a certain Inbox or add an action, such as closing a conversation.
You can read more about how topics and tags can be used in this Article
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