Statuses describe a conversation's workflow state. Tags add labels for organization, filtering, and automation conditions.
Add a custom status
Open Admin > Conversations > Statuses (/admin/conversations/statuses) and click New status. Enter Name, choose Category, and click Create.
Categories are Open, Waiting, and Resolved. The name is your label, while the category affects workflow behavior. For example, team auto-assignment limits count conversations in statuses with the Open category.
Add tags
Open Admin > Conversations > Tags (/admin/conversations/tags), click New tag, enter Name, and click Create. The Tags page also provides an Import action.
Tags can be used on conversations, in saved filters, and in automation conditions. Automation actions can add, set, or remove tags.
Import tags from CSV
On the Tags page, click Import and select a CSV file. Use a single column with the header name, followed by one tag name per row, for example Bug, Feature Request, and Billing. Click Import in the dialog, then review its logs for the result. The dialog also shows the required CSV format.
Warn before sending an untagged reply
Edit the relevant inbox under Admin > Channel > Inboxes. Enable Prompt to tag before replying and save. For live chat, this is under General > General.
The prompt is a warning. Agents can confirm it and send without tagging, so it does not enforce a strict tagging requirement.