Hi everyone,
We’re currently using Tags as our main way of classifying conversations in Intercom (e.g. product area, issue type, billing, cancellations, etc.). It’s starting to feel a bit messy and hard to report on, so we’re considering moving to a small set of Conversation Attributes instead, and using Tags only for campaigns/one-offs and stuff like that.
I’m looking for advice from teams who’ve actually done this:
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How did you decide which things should be Attributes vs Tags?
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Which Attributes do you find the most useful for reporting (e.g. issue type, product area, plan tier, outcome, churn reason)?
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Did you make any fields mandatory before closing a conversation? If so, how many before it became annoying for agents?
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How did you handle the transition period? Did you backfill old conversations or just start from a certain date?
We’re also using Fin and I’d love any tips on that side:
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Are you using Fin to help set Attributes (directly or indirectly)?
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Do you let Fin apply Tags/intents and then use Workflows to map those into Attributes?
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Any pitfalls you hit with Fin misclassifying conversations, or attributes getting messy again?
Any concrete examples (screenshots of your attribute setup, field lists, or workflows etc etc.) would be massively appreciated.
Thanks in advance!
Simon
