Tags

Tags label conversations so you can find them later: by topic, by outcome, by anything your team needs to report on. Categories group those tags, which keeps the list usable once you have more than a handful. This article walks you through both.

📘
NOTE
Only Inbox admins and Inbox managers can create and edit tags. Agents apply existing tags to conversations - see the Agent's Guide: Managing Conversations page.

Opening the tags settings

In the main TextPeak menu, select the Inbox tab.
Click Settings at the bottom of the Inbox sidebar.
In the Availability & Library group, click Tags.

Tags tab

The CATEGORIES panel on the left lists your categories with the number of tags in each. The cards on the right show the tags in whichever category you select.

Screenshot of the Tags page showing the Categories panel on the left and tag cards on the right — The **Tags** page, with the **CATEGORIES** panel and the tag cards.

Creating a category

Group your tags before you have too many to sort. Categories such as Outcome, Product, or Region give agents a shape to work within.

Click the plus icon in the CATEGORIES panel. A new row appears, named Untitled category, with the name ready to edit.
Type the name you want.
Click the tick to save it, or the cross to discard it.

Screenshot of the Categories panel with a new category row being named inline, showing the tick and cross controls — Naming a new category in the **CATEGORIES** panel.

The category appears in the panel with a count of zero until you assign tags to it.

Creating a tag

Click Add tag in the top right.
In Tag, enter the tag name.
In Category, select the category the tag belongs to. It defaults to whichever category you have selected in the panel.
Click Add tag.

Screenshot of the Add tag dialog showing the tag name field and the category selector — The **Add tag** dialog.

👍
TIP
Keep tag names short. Agents pick them from a list while a contact is waiting, so Refund requested beats Customer has requested a refund for their order.

Editing or deleting a tag

Select the category that holds the tag, or select All categories.
On the tag card, click the pencil icon to change the tag, or the bin icon to remove it.

Managing tags options
Confirm the change.

🚧
WARNING
Deleting a tag removes it from every conversation it was applied to. If you report on tagged conversations, rename the tag rather than deleting it.

Finding tags that are not in a category

Uncategorized collects every tag that has no category, including the tags that already existed before categories were introduced. Nothing breaks while a tag sits there — agents can still apply it.

Select Uncategorized in the CATEGORIES panel to see what is left to sort, then edit each tag to give it a category.

Screenshot of the Uncategorized category selected, showing the tags that have no category — **Uncategorized**, holding the tags that still need a category.

👍
TIP
Work through Uncategorized once after setting up your categories, then check it occasionally. It fills up again whenever someone creates a tag in a hurry.

Reviewing every tag at once

Select All categories to see every tag in the space regardless of category. The header shows the totals - how many categories you have, and how many conversation tags in all.

For applying tags to a conversation, see the Agent's Guide: Managing Conversations page. For the rest of the manager options, see the Manager's Guide: Inbox Settings page.