Use Workflows to automatically and consistently tag conversations based on message content, user attributes, company data, channel, and more — so your team can track trends, prioritize bugs, and measure feedback without manual effort.
Automatically tag conversations
To automatically tag conversations with Workflows, go to Fin AI Agent > Workflows, and click New workflow.
You can trigger the Workflow at the start of a conversation, during a conversation, or even when tickets are created. Choose a Workflow template, or start from scratch and choose a trigger to select how the Workflow will start.
There are many different ways you can tag your conversations to offer a deep insight into the conversations your team is having:
Tag the different types of conversation — bug reports, feature requests, churn feedback.
Tag conversations about different versions of your product — Android app, iOS app, web app.
Tag conversations from different user segments — plans or account types, locations or languages.
And more.
Note: While Workflows can tag leads based on certain triggers, there is currently no feature in Intercom to count the number of messages a lead or user has sent and tag them based on this.
As an example, we'll use the trigger Customer sends any message to tag a conversation with 'Bug report' if their message contains either 'bug' or 'error' in their wording.
1. Select Apply rules in the Workflow builder to add conditional logic to your path.
2. Click + Add rule to configure a rule that tags conversations based on Message Content.
3. Set the conditions — for example, Message content contains 'bug' or 'error' — and add an Add tag action with your chosen tag.
Tip: You can mix And / Or filters for more flexible targeting.
4. Click Set live to activate the Workflow.
You can also tag conversations by their source channel. The example below tags any conversation that arrives via Facebook or WhatsApp, using a New conversation trigger and a Conversation channel branch condition:
The branch targeting rules use the Conversation channel attribute to match Facebook and WhatsApp conversations:
Note: When tagging via a workflow, the tag is applied to the conversation as a whole. If the tag is already present, it won't be added again. To prioritize a branch for a specific tag in a workflow, place that branch first in the branching options.
Automatically remove conversation tags
You can also automatically remove conversation tags using Workflows. Simply add the Remove conversation tag action to your Workflow path.
Best practices
Tags are commonly used to help Engineering and Product teams keep on top of things. Tagging customer feedback, for example, lets you quickly see where your product needs improvement. There's a blog post about it here.
Use the conversation tags to narrow down your inbox performance reports which will allow you to gain insights on the conversations which you specifically wish to target.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts