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How to Create and Use Message Tags

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Tags are labels that you can attach to individual messages in Text Request. Every account comes with this feature, and it gives you an opportunity to keep better, more organized records.

Below we’ll cover how to create tags, how to add them to messages, and give our recommendations for using them day-to-day.

How to Create Tags in Text Request

To create tags, go to your Settings menu option, and click on the Tags tab.

Since only Administrators and Managers can access Settings, only they can create, edit, or delete tags. However, any user can add tags to messages once they’ve been created. For more on user permissions levels, view our User Permissions page.

From the Tags screen, follow these steps:

  1. Enter the name of your tag in the Add a New Tag section (e.g. Feedback, Lead, etc.)
  2. Click the Add Tag button. You’ll see the new tag appear in your Current Tags section.

You can add as many tags as you like. To edit a tag, simply click on it, change the name, and save. To delete a tag, click the ‘X’ attached to it.

 

How to Add Tags to Messages

Tags can only be added to individual messages (not to group messages or contacts), but you can add as many tags to as many of those messages as you want. There are two ways to add tags.

From the Queue

  1. Click the Tag icon in the top right corner of any conversation block.
  2. Select all tags that apply from the dropdown menu. Selected tags will be applied to the most recent message with that contact (i.e. the one currently showing in the Queue).

From the Message Thread

You can also add tags to messages from a contact’s Message Thread, which is helpful when you need to go back and tag an older message, or tag an entire conversation.

To do this, click the same Tags icon on whichever messages you’d like to tag, and select all tags that apply.

Recommendations for Using Tags

Tags are here to help you keep better records, and track things that are important to your business.

For instance, you might want to note every time you get feedback (good or bad), so that your team can periodically sit down to determine what you’re doing well and what could be better. Accordingly, you create the tag “Feedback,” to attach to all feedback-related messages.

You might want to keep up with how many cancellations you get, or how often you get asked the same question, new feature requests, or how many text leads come in over a period of time. These are all great opportunities for tags.

Whatever details are important for you to keep up with, we recommend tagging. As particular messages come in, tag them appropriately, and pull reports on those tags to gain insights.

For details on pulling tag reports, view our Tag Reports page.