Force Manual Conversation Tagging by agents

Hi @Paul Jouanny 

Jennifer here from Intercom

Thanks for the feedback, I will pass it on to our Product team for you and keep my fingers crossed for you 🤞

When we do release new features, we announce them on the Product Changes page, so I would recommend keeping an eye there. 🚀

Hi @Paul Jouanny ! We’ve faced a similar issue, and I made a workaround that utilises the Workflows: 

1. Add mandatory conversation attributes for agents, e.g. Attribute X with options True/False 
2. Create a Workflow with “Teammate changes a conversation status” (to Closed) trigger, where you could add a condition: if X = True, then add tag conversation with a tag of your choice. 

Hope this helps! 

Thanks Aleksei, great suggestion, however are you able to “dumb down” the conversation attribute part please? Is this the Boolean option? In essence we have a range of tags that I want them to apply - thanks!

Hey @Paul Jouanny ! No problem, happy to explain in more detail. Let’s say, my goal is to get one of these conversation tags applied to a chat. I cannot enforce my teammates to add them, but I can create a conversation attribute (in this case it’s called Issue type) forcing a teammate to fill it in before closing the conversation. Then a workflow will get triggered upon closure of the chat. If issue type is set to Problem connecting, it will apply a tag called CAT/Authentication.  The conditions in Branches will be applied from top to bottom so you can have as many conditions as you wish.

Thanks Aleksei, I get it now, so it’s a path for each issue type effectively. It’d be much simpler of course to force tag (from the already defined list we have - as per this dev request) as if I’ve got this right, your suggestion relies on the agent typing the issue type manually and perfectly, but it’s a great workaround. Thanks so much for your help and time on this!

Happy to be of help, Paul. We’ve used tags in the beginning, but I then switched them all over to conversation attributes as they are a bit more user friendly in terms of UI for teams with more agents, but I know that a lot of apps can only efficiently capture a tag over a conversation attribute. 

Takes some time to set up but does the trick.

@Paul Jouanny Seconding @Aleksei O ‘s suggestion here, I was coming to the comments to mention this idea as well -- it would be helpful to have a forced tagging feature but this solution does have it’s benefits too and since it can be set to required before closing it is useful out of the box instead of waiting for product development.   Great suggestion!

On another note, I’m sure the new AI analyst features will be very useful in this case, can’t wait to see more of what Intercom is working on in this area, I’ve used Klaus (before it was acquired by Zendesk) and Client Zen to analyze conversations for clients to find insights in this area, AI tools will be much better at the conversation topics too, hopefully Fin will expand to cover this use case of auto-tagging better as well. 

​@Paul Jouanny 

Aleksei’s workaround is a great use of attributes and workflows to guide tagging. Totally get the concern with auto-tagging. We built an integration that auto-tags every conversation based on the full conversation context, not just keywords. It helps surface trends without relying on manual tagging effort every time. Might be worth a look if you’re exploring options, check it out on the Intercom App Store under Dimension Labs.