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Conversation tags report
Conversation tags report

Explore the reasons your customers get in touch, and monitor trends in the topics that come up.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

The conversation tags report shows you the total number of tagged conversations over time, and the number of conversations with specific tags. You’ll get an overview of any trends, and can easily export the report.

For a deeper dive into the types of conversations your team are having, you can filter the report by multiple tags, teammate, conversation source, and more.

The first report shows the total number of conversations that have been tagged, and how this compares to the previous time period:

By default the reports show conversations started in the last week. To adjust the date range in the report, use the date picker in the top right corner: 

Conversations are shown based on their start date, which isn’t always the date they were tagged.

The next report shows you the number of conversations each tag was applied to in the given date range:

The line on the right shows trends in tag usage over time.

To see the full list of tags, click “Load more”, or you can search for specific tags on the right:

Filtering the report

For a more detailed understanding of which topics cause the most contact from customers, you can filter the report by:

  • User tag — See what a certain group of users write in about.

  • Conversation tag — Find specific combinations, if you apply multiple tags to each conversation.

  • Conversation source — Inbound conversations started directly by users or leads, or those in reply to an Outbound message.

  • Teammate — See the types of conversation each of your teammates participate in.

  • Team Participated - The team which participated in the conversation.

  • Started By - The teammate which started the conversation.

Filters are always applied with an and logic, so a conversation must match all the filters to be included in the report.

Just select your filters at the top of the page. You can add as many as you need:

The teammate filter shows all conversations with a reply from that teammate, even if another teammate applied the tags.

You can quickly add conversation tags to your filters by clicking “Add to filters” in the list of tags:

The report will then be filtered to show only conversations with the selected tag. This is a great way to find the areas in your product that cause the most confusion, those with common feature requests, or even where bugs are having the highest impact.

For example, if you filter for the tag ‘Feature Request’, you’ll see the other tags that appear alongside it most often. This can show the types of feature requests you receive most regularly, or the areas of the product they relate to.

The create more customized tag reporting with additional filters, check out Custom Reports.

Read and export conversations tagged in your report

After filtering for the tags that you want to see in the report, you can drill down another level and view the conversations themselves. This offers a deeper understanding of the topics your team are chatting about, and gives you an easy way to spot-check the tags they’re using. 👌

To explore the conversations represented in this report, click the number of total conversations in the first chart: 

This will open a list of the 100 most recent conversations that match your filters:

Conversations are ordered based on when they were created.

Open any conversation to read it in the list, or click “Conversation” to see it in the Inbox if you’d like to reply, or leave a note:

To export individual conversations as a text transcript, just click “Export as text”: 

The conversation will be downloaded as a “.txt” file like this:

Report Updates Times

This Report is updated with a time-delay between 24 - 36 hours. This means when you apply a tag (user, company, conversation, etc.), it could take up to 36 hours for this to be processed in the Conversation Tag report.

This delay is due to system design, as applying a tag often means a significant amount of updates in the backend, as tags impact a wide variety of features in Intercom, from targeting for outbound messages, to filtering conversations and so on. Our product team is aware that this is a significant delay and is working on a solution.

Exporting the report

To export the report, click “Export CSV”:


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