This guide shows how to create and apply message tags within the Orlo inbox. Learn how tagging message themes can help your customer service analysis for your digital conversations.
Things to consider ✅
- Admin users can restrict message tag creation to themselves only, while all users can still view and tag messages. To prevent the duplication of message tags, we recommend turning this ability off in the inbox settings.
To do this go to Settings ➡️ Inbox Settings ➡️ Allow all users to create tags (OFF)
- Inbox tags can be created in the 'Inbox Settings' area. Take a look at our Inbox settings guide on how to do this.
Benefits 🙌
- Understand Themes - Use message tagging to analyse incoming messages in the inbox report, allowing you to track and identify the most frequently used tags over time to help you gain insights into the themes of messages.
How to add a message tag:
1) Navigate to the inbox at the top of the dashboard to access your messages.
2) Once you have located the message that you want to tag, click on the 'Add Tags' button and select your tag from the list of saved tags. You can tag more than one message tag on a message.
Bulk Message Tagging:
3) If you have multiple message tags that you need to apply to messages in the inbox. This could be for messages related to a campaign or keyword, you can do this through the bulk actions feature in the inbox.
To do this, click on the social icon of the message which will bring up the bulk action options on the left-hand side. You can then use the 'Shift' key to multi-select messages. You can do this in both individual and conversation mode.
Tip 💡
- If you are looking to locate messages to bulk tag, you can use the filtering option in the inbox to filter out messages.
- You can also automate message tagging using triggers in Orlo. Take a look at our triggers guide on how to set this up.