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Conversation Tagging

  • February 7, 2024
  • 2 replies
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Why does intercom not allow level hierarchy in tagging conversations?

Best answer by Nathan Sudds

@Product Team  Interesting question, what’s your use case for hierarchy in tagging conversations?  Maybe there’s some workaround to achieve your goal that would be viable if you can share more, I’d be happy to suggest some ideas and the extra detail would probably be helpful to the team as well to consider your request. 

    ericgriff

    2 replies

    Nathan Sudds
    Top Expert ✨
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    • Nathan Sudds
    • Top Expert
    • Answer
    • February 7, 2024

    @Product Team  Interesting question, what’s your use case for hierarchy in tagging conversations?  Maybe there’s some workaround to achieve your goal that would be viable if you can share more, I’d be happy to suggest some ideas and the extra detail would probably be helpful to the team as well to consider your request. 

    Nathan Sudds, Intercom Consultant | activelabs.ca | Book a free call: cal.com/nathansudds/intercom. Case study: https://www.intercom.com/customers/jukebox
    Jacob Cox
    ericgriff
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    • ericgriff
    • Active User
    • May 5, 2025

    ​@Product Team We ran into the same need and ended up building an integration that adds hierarchical tagging to Intercom (think Category > Subcategory > Topic). It’s live on the Intercom App Store now under Dimension Labs.

    Just sharing in case it helps. Happy to chat if you’re exploring options!

    — Eric from Dimension Labs

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