Conversation Tags Update Adds Friction

Hello ​@LouiseKlein 👋,

Just had another look and you're spot on—the new tagging flow is quite a clunky experience, isn't it? I've actually just stumbled across a bug with it as well. 🤦‍♂️

I’m afraid the current implementation is falling quite short of the mark. It appears to be fundamentally flawed in its logic and is proving rather unstable in practice. We need to flag this to the product team urgently as it's becoming a bit of a blocker.

Have a Londonful Day ahead 💂

Cheers,
Roy 🇬🇧

Hey ​@Roy! 

Thanks for submitting it as a bug. I wanted to clarify that the biggest problem for us is that tag search previously supported partial-string matching, typing any fragment of a tag would surface it as a suggestion. It now requires an exact full-string match before the tag appears. This didn’t seem to be the case for you, in your video. I attached a screencast of the behavior. 

I appreciate you surfacing this! 

Cheers!

​@LouiseKlein ,  Thanks for the clarification and the screencast. That makes the issue very clear.
 

What you're showing is definitely a bug. Previously, the tag search utilized partial-string matching, allowing any fragment of a tag to surface the correct suggestion. The current behavior requiring a full-string match to trigger the suggestion suggests a regression in their indexing or the search filter logic.
 

I’ve reported this to Intercom support, let’s see.

Have a Londonful Day ahead 💂

Cheers,
Roy 🇬🇧

Fully agree with the annoyance this update has caused. It slows the process down considerably. 

Hi ​@Roy ,

EDIT: The tag search is only broken when clicking the tag icon on a message in Inbox to add the tag. It works good when using Shift+T !!😅

We seem to still have some issues here where the matching in the search within inbox view is only on words that are starting a part of the tags, not on any part of a word as it used to be before. 
The matching is working correctly when using the search tag in the Settings > Data > Tags pages, it matches with any part of the words in the tag names. 

So for example, a tag we use is CONV_fairplayAmbiguousCases and it will only match in the search in Inbox view if I type “fairplayambig” whereas before, it used to match when typing “ambig” (like in the tag search in settings). We have designed our tag naming conventions based on this functionality so it’s a bit painful to have to change all the tags to have space or underscore between each word. 
Do you think it would be possible to restore this functionality where any part of any word within the tag name can match in the tag search?