Required Tagging

I’ve moved a lot toward the “Topics” for reporting, and setting up a lot of topics based on keywords and specific phrases. It’s powerful, and can be used in custom reports as well. The great thing about it, is it works with previous conversations, and isn’t future-only like setting up auto-tagging rules/workflows. 

I bet Intercom will also come out shortly with some AI based reporting that makes tags obsolete as well. As great as tag reporting can be, I’ve strayed away recently because of too much human error, missing tags. 

Hey Ben,

I just saw this and thought of something that might be helpful for you!

If I understand correctly, you’re looking to make it mandatory for agents to tag a conversation before closing it, right?

If that’s the case, we’ve implemented something similar on our team. We’ve separated our metrics into two categories: tags and root causes. We use Intercom tags to flag key words and bot replies, but to generate more accurate reports and better understand the conversations, we created root causes.

Essentially, we have a predefined list of contact reasons, and agents are required to select one before closing a conversation. To set this up, you just need to create a custom attribute, which you can make a mandatory field in the conversations.

The great thing is that these root causes also appear in reports, and you can customize them based on the complaints or topics you receive most often. It’s been super useful for our team, and I think it could work well for you too!

Let me know if you’d like any help setting it up or have any questions. :)

Here an example of how it looks to the agent:

So it can only be closed once selected

​@Ben Griese Totally understand where you’re coming from with building and maintaining a keyword-based system is a huge lift, especially with evolving tags and language of various conversation topics. 

That’s actually why we built our integration for Intercom: it auto-tags every conversation based on the full context, so you get consistent, structured tagging without having to manage keywords or rely on the team to do it manually. We’re on the Intercom App Store under Dimension Labs.