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.
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.
It would be interesting to have a mandatory tagging option, similar to what exists for ticket attributes
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.
@User1172 @Makayla Paasch if you’re looking for an automated way to tag conversations check out our tool Dimension Labs on the Intercom App Store. It auto-tags all conversations for advanced analytics.
I use conversation data that agents have to answer before they close. It doesn’t make them tag the chat, but it does remind them that it should be tagged.
