Skip to main content

​
Tags

Tags show what a chat or ticket is about, such as “Order status” or “Refund”. Your team uses them on chats and tickets, and filters the Inbox and Tickets by them. The Dashboard shows your Top tags this week. Owners and admins manage tags in Settings → Tags.

​
Add a tag

  1. Click Add a tag.
  2. Enter a Name and pick a Colour.
  3. Optionally, fill in When to use it, for example “Where an order is, tracking, or when it will arrive”. The AI reads this to decide when the tag fits.
  4. Click Add tag.
Use the arrows to change the order of your tags, and the pencil to edit one.

​
Tag automatically

Turn on Tag chats and tickets automatically under Automatic tags to let the AI add tags for you. It picks only from your tags, using each tag’s When to use it description, and never changes tags a teammate set. It doesn’t use your monthly AI replies. Automatic tags come with paid plans and the free trial. On the Shopify app’s Free plan, you can still tag chats and tickets yourself.

​
Archive a tag

Click the archive icon on a tag. It’s no longer offered, but chats and tickets keep it. Archived tags are listed under Archived; click Restore to bring one back.