Tags and conversation data
Use shared tags, structured fields and business subjects to organise conversations and retain the context your team needs.
What it is
INSIDE uses Tags to group whole conversations, structured fields to hold values and a Business Subject to identify selected message text worth reviewing. Conversations, contacts, companies and supported media share a website's tag vocabulary. Reusing those names keeps your team's classifications consistent.
Who uses it and why
- Operators capture context and tag conversations and contacts as they work.
- Supervisors agree consistent labels and filter conversations for review.
- Administrators maintain fields and shared tags, and ask Powerfront to configure business subjects.
- Developers use agreed fields and supported integration mappings for customer information.
Where to find it
Use Tags in conversation, ticket or contact details where supported. In Conversations, use Include Tags and Exclude Tags to narrow the work shown. Supported video editors also offer tag controls.
With the Settings role, manage fields at Settings › General Settings › Data Fields, subject to the Data Fields permission. Company tags are in the company editor at Settings › General Settings › Companies.
Powerfront manages Settings › General Settings › Business Feed. Once enabled and configured, its message-selection tools are available to operators.
How it works
To tag a record, open its Tags control and start typing in Type to add tag. Select an existing suggestion, or create a name where the control and your permissions allow it. Suggestions can be sorted alphabetically.
INSIDE saves tag names in lower case and trims surrounding spaces. Creating a name already present in the website reuses the existing tag. The conversation tag control also removes spaces within names.
Conversation tags describe that conversation. Visitor and contact tags describe a different record, so check which record has the tag when filtering. Supervisors can use the conversation filters to find work with or without particular tags.
Removing a tag from one record and deleting the shared tag name are different actions. The conversation control normally removes the association with that conversation. Some removal controls can delete the shared tag when there is no conversation association. Manager or Settings access is required for these removal actions, even when you can create tags.
Configured forms and workflows collect structured field values. Tickets can also carry a subject and priority. These values provide context alongside the messages.
To classify a passage in a visitor message, select the relevant text and choose a configured subject in Business feedback. The subject applies to that text span. Use Send Now to report it and notify configured recipients for newly applied subjects.
Configure it
Agree a short set of tag names with your team and reuse suggestions before adding another name. Create and select tags in the relevant record editor. There is no separate website-wide Tags destination in the Settings menu.
Changing an existing tag name changes the shared vocabulary entry. Plan renames and global deletion with a Manager or Settings user because other records may use the name. Ask Powerfront to help with a shared rename when the record editor provides no rename action.
With the Settings role and Data Fields permission, maintain field definitions in Settings › General Settings › Data Fields. Which fields operators see or edit depends on the form, workflow and permissions in use. For integration changes, agree which fields the integration owns with your administrator and use a supported mapping. Ask Powerfront to change the integration setup where needed. Conversation context also controls product behaviour, so do not use arbitrary data changes in place of a supported mapping.
Ask Powerfront to enable Enable Business Feed, which is off by default, and add or edit your business subjects. Each Business Subject name must be 3 to 25 characters. Names starting or ending with two underscores are reserved and rejected by the editor.
Ask Powerfront to enter comma-separated recipient addresses in Send Email Notification to for each subject that needs notifications. Recipients are not set by default. Without recipients, no subject email notification is sent.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Business Feed | Settings › General Settings › Business Feed | website | Off | Powerfront | Enables Business Feed message-selection and subject tools. |
| Send Email Notification to | Settings › General Settings › Business Feed | website | Not set | Powerfront | Sets comma-separated email recipients for newly applied business subjects reported with Send Now. With no recipients, no subject email notification is sent. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Business Subject | Settings › General Settings › Business Feed › Add New Subject | Yes | Names a subject that operators can apply to selected message text. |
| Tags | Conversation pane › Tags | No | Creates or selects website tag names and associates them with the item being edited. |
Permissions
| Permission | Lets you |
|---|---|
| Data Fields | Allows access to data field configuration within the Settings role permissions. |
| Manager | Allows shared tag creation, changes, deletion and removal of tag associations in the applicable context. |
| Settings | Allows shared tag creation, changes, deletion and removal of tag associations, plus access to Companies and permitted Data Fields configuration. |
Limits and good to know
- A tag, a disposition and a business subject are separate classifications.
- Tag names are shared within one website, rather than across every website in your account. Upper-case styling is not preserved.
- Where recent tags are offered, they are the five newest tags, rather than the five most frequently used.
- Conversation tag changes can affect channel grouping when your configuration uses those tags.
- Renaming or deleting a shared tag can affect records beyond the one currently open. Check the scope before using a removal action.
- A whole-conversation tag does not identify which message contains the evidence.
- A business subject is attached to selected message text. Review the selection if that text changes.
- Applying a subject and sending a notification are separate actions. Notifications depend on Send Now, newly applied subjects and configured recipients.
Depends on and works with
+9 more · used by
- Virtual Assistant task actionsEnhances
Task actions add and remove conversation tags.
- Email event rules and actionsEnhances
Tags can be conditions and can be added or removed by actions.
- Email ticket handling and statusesConfigured by
Configured data fields determine which structured values operators can enter on ticket forms.
- Email templates and ticket notificationsEnhances
Supported ticket and customer data fields can supply macro values.
- Ticket sources and email event automationConfigured by
The website's shared tag vocabulary supplies tags used by email-event actions.
- IVR telephone menus and execution historyEnhances
Menu context can populate visitor and conversation data at handoff.
- Company Shows with prerecorded videosEnhances
Tags organise collections.
- Conversation detail and abandonment reportsConfigured by
Tags and data-field definitions determine the available conversation attributes and matching filters.
- CompaniesConfigured by
Company tags use the shared website tag vocabulary.
View all connections as a list
This feature uses
- DispositionsRelated
Dispositions record formal outcomes alongside other conversation tags and fields.
- Business Feed message highlightsRelated
The Business Feed guide explains subject selection, message highlights and notifications.
- Visitor event updates to customer contextEnhances
Visitor event actions can add or remove tags and update context.
- Virtual Assistant task data fieldsConfigured by
Configured data fields define structured information collected through workflows and forms.
- Page tags and conversation tagsRelated
Visitor tags and conversation tags apply to different records and should be checked separately.
- Roles and permissionsConfigured by
Roles and delegated permissions control tag changes and access to data field configuration.
- CompaniesRelated
Company records can use tags from the same website vocabulary as conversations.
- Customer contact detailsRelated
Contact profiles can use tags from the same website vocabulary as conversations.
Used by
- Page tags and conversation tagsConfigured by
Shared Tags controls create and maintain the saved tag names used across supported records.
- Floor search and filtersEnhances
Loaded conversation data fields can contribute searchable values.
- Visitor and conversation information panelsConfigured by
Conversation data fields define additional fields and their validation rules.
- Business Feed message highlightsConfigured by
Business-subject records define the available excerpt labels and their email recipients.
- Conversation history and searchEnhances
Tags and configured data fields help narrow conversation results.
- Visitor event targeting conditionsEnhances
Conversation tags can be used in targeting.
- Visitor event updates to customer contextEnhances
Actions add or remove conversation tags.
- Virtual Assistant task data fieldsEnhances
Conversation storage retains answers as conversation data.
- Virtual Assistant task actionsEnhances
Task actions add and remove conversation tags.
- Email event rules and actionsEnhances
Tags can be conditions and can be added or removed by actions.
- Email ticket handling and statusesConfigured by
Configured data fields determine which structured values operators can enter on ticket forms.
- Email templates and ticket notificationsEnhances
Supported ticket and customer data fields can supply macro values.
- Ticket sources and email event automationConfigured by
The website's shared tag vocabulary supplies tags used by email-event actions.
- IVR telephone menus and execution historyEnhances
Menu context can populate visitor and conversation data at handoff.
- Company Shows with prerecorded videosEnhances
Tags organise collections.
- Conversation detail and abandonment reportsConfigured by
Tags and data-field definitions determine the available conversation attributes and matching filters.
- CompaniesConfigured by
Company tags use the shared website tag vocabulary.
FAQ and troubleshooting
Why can I not find a tag in the conversation filter?
Check the website's tag vocabulary and whether the tag belongs to the conversation or only to the visitor or contact. A tag on one record does not mean it is attached to the other.
Why did my tag become lower case or select an existing name?
INSIDE saves names in lower case and trims surrounding spaces. If that normalised name already exists in the website, INSIDE reuses it. The conversation control also removes spaces within the name.
Can I remove a tag from just one conversation?
Yes, the conversation control normally unlinks it from that conversation. You need Manager or Settings access for removal. Some controls without a conversation association delete the shared name, so ask a user with one of those roles to check the scope if it is unclear.
Why can I add a tag but not delete it everywhere?
Creating tags in a conversation does not grant all tag administration rights. Manager or Settings access is required to delete a shared tag or use the removal action described above.
Why can I not select a business subject?
Select text in a visitor message to open the relevant tools. Ask Powerfront to check that Enable Business Feed is on and that business subjects have been configured.
Why did reporting a business subject not send an email?
Use Send Now and ask Powerfront to check the subject's Send Email Notification to recipients. Notifications apply to newly added subjects; reporting the same subject on an already labelled selection does not send it again.
Should I use a tag to record the conversation outcome?
Use your website's disposition choices for the formal outcome. Tags can add other grouping information alongside it.
Why can I not edit a structured field?
Field availability and editing depend on the form, workflow and your permissions. Ask your administrator to check the field definition and its use. Configuring field definitions requires the Settings role and access to Data Fields.