Keep your inbox sorted with tags and private notes
Tags let you label a conversation so you can find it again in seconds. Notes let your team leave context on a conversation that the customer never sees.
This is for you once the inbox stops being small enough to remember. If you keep asking yourself which chats were refunds, which were bugs, or what the last agent already tried, tags and notes answer both questions.
Step by step
Create your tag list
Go to Settings > Admin > Tags and add the labels your team actually uses. Keep the list short at first; a tag only helps if everyone applies it the same way.
Put your most important tag first
The first tag in the list is the starred tag. Turn on the starred tag option and you get a one-click star icon in the conversations area, so agents can flag a conversation without opening a menu.
Apply tags automatically
You can assign tags from Settings > Automations > More. You can also set them from your own pages with the JavaScript variable SB_DEFAULT_TAGS, on any page that shows the chat or the tickets panel.
Find your tagged conversations
Type the tag name into the conversations search, or open the filters menu at the top left of the conversations area and pick the tag there.
Leave notes for your team
Notes sit on the conversation and are visible only to agents and admins. Adjust how they work at Settings > Admin > Notes settings.
Settings reference
| Setting | What it does |
|---|---|
| Settings > Admin > Tags | Create, rename and manage the tags your team can apply to conversations. |
| Settings > Admin > Notes settings | Controls how internal notes behave in the conversations area. |
| Settings > Automations > More | Assigns tags to conversations automatically when your rules match. |
| Settings > Admin > Disable features > Tags | Removes tags from the panel if your team does not use them. |
| Settings > Admin > Disable features > Notes | Removes internal notes from the panel. |
Good to know
The tag filter is hidden until you tag something
The tag filter in the filters menu only appears once at least one conversation carries a tag. If it is missing, tag a conversation and look again.
The starred tag is decided by position
Whichever tag sits first in the list at Settings > Admin > Tags becomes the starred tag. Reorder the list and the star changes meaning, so check it after you add tags.
Notes never reach the customer
Only agents and admins can see notes. They are the safe place for context such as what has already been tried on the conversation.
SB_DEFAULT_TAGS needs the right page
The SB_DEFAULT_TAGS variable works on pages that show the chat, and on the tickets panel. On a page without either, there is nothing for it to tag.
Notes can feed the chatbot
If you run the chatbot, enabling note data scraping is recommended so the AI can use what your team wrote. See the AI note-scraping feature for how it works. AI usage runs on credits you top up.
Common questions
Can customers see the notes my agents write?
Why is there no tag filter in my filters menu?
How do I tag conversations without doing it by hand?
What is the starred tag and how do I choose it?
Can I search for a tag instead of filtering?
We do not want tags or notes at all. Can we hide them?
Ready to end the chaos?
Unify your messages, automate the repetitive questions, and turn conversations into revenue — starting today.
Get Started