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Conversation Tags Update Adds Friction

  • April 27, 2026
  • 3 replies
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L

I wanted to flag some feedback on the recent change to the Intercom tagging system (rolled out this past weekend), as it's slowed down our tagging workflow noticeably.

Previous behavior: Typing a partial tag would surface a matching suggestion, which we could select and confirm by pressing Enter. This made tagging very fast.

Current behavior: Partial matches no longer trigger suggestions — the full tag has to be typed or pasted before it appears. Additionally, the Enter key no longer confirms the selection; it now requires manually ticking the checkbox with the mouse.

Together, these two changes have added meaningful friction to a high-frequency action. Would it be possible to restore the partial-match autocomplete and Enter-to-confirm behavior, or is there a setting we may have missed?

Best answer by Roy

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 🇬🇧

    3 replies

    Roy
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    • Roy
    • Top Expert ✨
    • Answer
    • April 27, 2026

    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 🇬🇧

    🇬🇧 Top of the shop. Cheers from London.
      L
      • LouiseKlein
      • Author
      • New Participant
      • April 27, 2026

      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!

        Roy
        Top Expert ✨
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        • Roy
        • Top Expert ✨
        • April 27, 2026

        ​@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 🇬🇧

        🇬🇧 Top of the shop. Cheers from London.
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