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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?

Hey @user772​ 👋

 

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 — 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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