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Forcing agents to apply tags before closing conversations


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

Best answer by mateusz.leszkiewicz

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.

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8 replies

Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • May 17, 2021

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.


  • New Participant
  • 1 reply
  • December 13, 2022

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.


  • New Participant
  • 1 reply
  • October 12, 2023

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


mateusz.leszkiewicz
Intercom Team
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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.  


mateusz.leszkiewicz
Intercom Team
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Hi ​@Timothy Noel Ho

Intercom does not support “tagging conversation as null” at the moment but you configure conditional branches to differentiate between tags needed.


Graziela
Innovator ✨
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  • Innovator ✨
  • 43 replies
  • December 26, 2024

It would be interesting to have a mandatory tagging option, similar to what exists for ticket attributes


Makayla Paasch

I agree, it would incredibly helpful to have a mandatory tagging option. This is because a workflow or auto tagging is often not working and is actually requiring more time of me to double check. 

 

This is because there is too many changing variables. It is easier to go behind my team and double check all their work and add tags, then it is too chase down all the workflows that are not flexible with the conditions. Being that the workflows are not acceptable about half the time it then causes my reporting to be inaccurate. So again, makes it easier to manually report. 


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