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Is it possible to force the agents in our system to tag conversations before they close them? For example if an agent were to attempt to close the conversation without tagging it, it would send a message saying 'Please tag this message first!' and it would prevent them from closing the conversation

Hey @user1172​, there's currently no way to force your teammates to tag a conversation before they can close it. What I'd recommend instead is making use of Rules to auto-tag conversations as much as you possibly can, so as to remove the need for teammates to do so as far as possible.

Hey @eric f11​ I can see this discussion is almost 2 years old. Do we know if this is possible now? Apologies for bumping it if it cannot be.

Seconding the comment above. This would be extremely helpful for tracking purposes

Hi @Bonnie M and @Aidan C It’s Mat from the Support Engineering Team 😀

You can use workflows to autotag any conversation based on the triggers of your choice.

Please take a look at this article.

Hi Guys, checking if there have been any progress on this. While workflows works, its not always that the tickets get tagged. 

If workflows is able to set “Tag Conversations” as null, would help with utilising workflows.  

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