Tag conversations automatically with Workflows

Use Workflows to automatically tag conversations based on message content, source, user attributes, and more.

Written By Markus from Featurebase

Last updated 4 days ago

Overview

Tagging conversations manually is time-consuming and inconsistent across teammates. Workflows let you tag conversations the moment they meet specific conditions, so you can:

  • Track common bugs, errors, and feature requests

  • Categorize conversations by topic, channel, or customer segment

  • Prioritize conversations from VIP customers or specific plans

  • Build reliable, consistent data for reporting

Tag actions work on every conversation channel (Web, Email, etc).

Note: Before you can tag conversations with Workflows, the tag must already exist in your workspace. Create it from Settings → Conversations → Tags.

Common use cases

  • Tag by message content – Apply Bug when a customer mentions bug, error, or broken

  • Tag by request type – Apply Feature request, Churn feedback, or Cancelbased on keywords

  • Tag by source or channel – Apply Email, Mobile, or Web based on where the conversation came in

  • Tag by user segment – Apply VIP, Enterprise, or Free trial based on the customer's plan or attributes

  • Tag by team – Apply Sales, Billing, or Technical based on the assigned team

Get started

  1. Go to Automations → Workflows

  2. Click + New Workflow

  3. You can either:

    • Use the built-in Tag conversations that contain specific keywords template, or

    • Select Create from scratch and choose a trigger that fits when you want the tag applied

  4. Configure the trigger settings (audience, channel, scheduling)

  5. Add the Tag conversation action, or use Apply Rules for conditional logic

  6. Select the tag to apply

  7. Click Set live

Choosing the right trigger

Pick the trigger that matches when you want the tag applied:

  • When customer sends any message – Tag based on the content of any incoming message. Best for keyword-based tagging

  • When customer opens a new conversation in the Messenger – Tag at the start of every new Messenger conversation. Useful for tagging by audience or page

  • When teammate changes conversation state – Tag when a conversation moves to Closed, Snoozed, or another state. Useful for post-close categorization

Remove tags automatically

You can also remove a tag automatically once a condition no longer applies. Add the Remove conversation tag action anywhere in your Workflow path and select the tag to remove.

For example, you might:

  • Remove the Pending review tag once a teammate replies

  • Remove the Outage tag once a status update goes out

  • Remove a Needs follow-up tag after a workflow has run its course

The action removes the tag from every message it appears on in the conversation.

Important notes

  • Tags must already exist before you can use them in a Workflow – create them in settings first

  • A tag used in an active Workflow cannot be archived or deleted until it's removed from those Workflows

  • Tag actions work on every conversation channel

  • A single conversation can have any number of tags applied – multiple Workflows and rules can stack tags onto the same conversation

FAQ