When should I use conversation tags and conversation attributes?
Hey, I’m Larissa, a Customer Support Specialist with Intercom. 👋 We often get asked what is the difference between conversation tags and attributes. Whist they can easily be confused, they can be used in different ways. Conversation Tags are tags that are applied to individual responses in a conversation. Tags can be applied by teammates, bots, and/or rules. These tags are helpful to flag and categorize information. You can apply multiple tags to the same conversation and they can be completely different. Let’s say that on the same conversation a customer asked for a feature, complimented another one and was really happy with the support given. This conversation could have three tags: ‘feature request’, ‘positive feedback’ and ‘good interaction’. Conversation Data Attributes are more structured than tags. You define specific information that you would like retrieved from a conversation, like specific numbers, text, true/false responses, priority, etc., and then it becomes categorized