How to Create and Manage Tags
Create color-coded tags and groups in Converge, apply them from the chat panel, and filter your inbox by tag — plus the limits, permissions and gotchas.
Converge Team
Where do tags live in Converge, and who can edit them?
Tags are workspace-wide labels you attach to a contact, and everyone on the team sees the same set. They live in the sidebar under COMPANYTags, at the address /co/tags — not inside Manage, and not in a settings dialog.
A tag carries three things and nothing else: a name, a color, and an optional group. No description field, no owner, no expiry, no rule attached to it.
What the Tags page shows. Four counters run across the top — Total Tags, Groups, Tagged Contacts, and Unused Tags, which turns amber the moment any tag sits on zero contacts. Below them is one collapsible card per group, then an Ungrouped card holding every tag you have not filed. Treat the two contact-based figures — Tagged Contacts and Unused Tags — as a reading of the contacts currently loaded in your browser rather than a server-side total, because they are computed from the conversations the app has pulled in so far.
Every role can edit tags. Creating, renaming, recoloring and deleting carry no permission gate: Owners, Admins and Agents all have identical access. The sidebar marks role-restricted screens with a star — Tags has none. Keeping the vocabulary tidy is a team agreement, not something the product enforces.
A tag belongs to the contact, not to one conversation. Tag someone during a billing thread and the tag stays on them through every later conversation, on every channel they write from. Resolving a conversation does not clear it.
How do you create a tag or a tag group?
Tags are created in place, inside whichever card they should live in.
- Open Tags from the sidebar.
- Click the dashed Add Tag button inside a group card — or inside Ungrouped if the tag does not belong to a group yet.
- Type the name, then pick one of the seven preset colors, or click the palette icon for a custom one.
- Press Enter or click the plus button to save. Escape discards the draft.
What the form will and will not accept:
- 1 to 50 characters, trimmed at both ends. A longer name is rejected outright rather than cut short.
- One tag per name, per workspace. A repeat comes back as "Tag with this name already exists". The check is case-sensitive, so VIP and vip can both exist — the usual way a tag list quietly forks in two.
- No cap on how many tags you create, how many groups you make, or how many tags a single contact carries.
- Colors are stored as hex values. The presets are red, orange, yellow, green, cyan, blue and violet, and the form pre-selects one at random so two tags made back to back do not come out identical.
Creating a group
Add Group at the bottom of the page creates the container: same 1 to 50 character limit, same one-per-name rule, plus an optional color that shows as a dot on the group header. Groups collapse from the arrow on their header, and that collapsed state resets when you reload the app. A group is organization only — it never restricts which tags a contact can hold, and one contact can carry two tags from the same group.
How do you put a tag on a contact?
There are two places to apply a tag, and neither of them is the Tags page.
From an open conversation
The contact panel beside the conversation has a tag icon with a small plus badge. Click it and a two-level picker opens: choose the group first (the header reads Select group), then the tag. The picker offers only what is still available — tags the contact already carries are filtered out, and a group whose tags have all been used disappears from the list until one is removed. Applied tags render as colored badges; click the X on a badge to take one off.
From the conversation list
Right-click any row in Inbox, Resolved or Leads and open the Tags submenu. The same group-then-tag structure appears, this time with a checkbox per tag, so one menu both adds and removes. This is the faster path when you are working through a queue, because you never open the conversation.
Neither picker can create a tag. Both list only tags that already exist. If the workspace has none at all, the contact panel shows "Create your first tag", which links through to the Tags page; if the workspace has tags but this contact has none, it reads "No tags".
Teammates see the change immediately. Every tag action is pushed over the workspace WebSocket connection, so a tag you add lands on a colleague's open conversation and contact rows without a refresh — and a tag anyone renames or deletes updates everywhere at once.
There is no bulk tagging. Selection mode in the conversation list covers status changes, export and delete only. Tagging stays one contact at a time.
How do you filter your inbox by tag?
The quickest route into a filtered inbox starts on the Tags page. Each tag row shows how many loaded contacts carry it, next to an external-link icon; clicking that icon drops you into Inbox with the tag already applied as a filter.
The other route is the filter button (the sliders icon) above the conversation list. Open it, tick one or more tags under the Tags heading, then click Apply — the checkboxes stage a filter and nothing changes until you apply it. Clear resets them, and the button carries a red badge counting every active filter across assignment, platform, priority and tags.
Ticking two tags widens the result rather than narrowing it. A contact matches when it carries any of the ticked tags. There is no "must have all of them" mode.
Two limits that make the results look wrong
- The filter only sees the list you are standing in. Inbox holds open customer conversations, Resolved holds the closed ones, and Leads holds contacts who have not become customers — three separate lists, each with its own filter. A tagged contact whose conversation was resolved will not appear in a filtered Inbox, which is why the jump from the Tags page can look like contacts went missing.
- The filter only sees what is loaded. Each list holds a paginated head of your history, and tag filtering runs in the browser across those rows. While any filter is active, the Load more contacts button is replaced by the line "Clear filters or search to load more contacts" — so on a long history, load more first and filter second. Contact search behaves differently: it queries the server, and tag filtering never does.
How do you rename, move or delete a tag safely?
Click a tag's name to edit it in place. The row becomes a form holding the name, the color picker and a group dropdown, where No group sends the tag back to Ungrouped. The check mark saves, Escape cancels, and the trash icon deletes. Renaming or recoloring never changes which contacts carry the tag.
Deleting a tag asks first. The dialog reads "Delete this tag? It will be removed from all contacts", and that is exactly what happens: the label is detached from every contact that had it, while the contacts, their conversations and their message history stay untouched. There is no archive and no undo, so recreating the tag afterwards means re-tagging by hand.
Empty a group before deleting it. A group that still contains tags will not delete — the request fails and the app reports "Failed to delete group". Move each tag out through the group dropdown, or delete the tags themselves, then remove the empty group. The confirmation dialog says the tags will be moved to Ungrouped; today they are not, so move them yourself.
The Unused Tags counter is the cleanup prompt. Anything sitting at zero contacts is either newly created or dead weight, and a tag list that has outgrown what the team actually uses is worth pruning before it fragments into near-duplicates.
Tags survive a data export. A company data export ships your tag definitions and every contact-to-tag link as separate files, so a tag taxonomy built over months is portable rather than locked in.
Frequently Asked Questions
Every signed-in team member can. Tag creation, renaming, recoloring, grouping and deletion carry no role restriction in Converge, so Owners, Admins and Agents all have the same access to the Tags page and to the tag pickers in a conversation. This is deliberately looser than the screens Converge does gate, such as AI settings, analytics and company management, which the sidebar marks with a role star. The practical consequence is that a shared tag vocabulary has to be maintained by agreement: any agent can rename a tag the whole team filters by, and the change is pushed to everyone in real time.
No. Tags in Converge are for organizing and filtering contacts; nothing fires because a tag is present. Auto-routing assigns incoming conversations by round-robin or load-balanced distribution across agents, optionally limited to agents who are online and within their working hours — it never reads a contact's tags. Auto-replies are triggered by working hours or by an offline window per channel, again with no tag condition. If you need behavior to change per segment, that has to be a manual workflow your team follows after filtering by the tag.
Yes, and there is no limit on how many. A contact can hold tags drawn from several groups at once, because groups organize the tag list rather than restricting what can be applied. That matters for filtering: when you tick more than one tag in the conversation list filter, Converge returns contacts carrying any of the ticked tags rather than only those carrying all of them. Two tags from the same group, such as a Priority group holding High and Low, can also sit on the same contact — nothing enforces one-per-group.
Deleting a tag removes it from every contact that carried it, and nothing else is affected: the contacts, their conversations and their full message history remain in place. Converge asks for confirmation first, with a dialog stating that the tag will be removed from all contacts. The deletion is not reversible and there is no archive, so recreating a tag with the same name gives you an empty tag that has to be reapplied by hand. Tag definitions and contact-to-tag links are both included in a company data export, which is the only way to keep a copy before deleting.
No. Tags in Converge attach to the contact, so a tag applied during one conversation stays on that person through every later conversation and across every channel they message from — widget, WhatsApp, Telegram, email and the rest. Resolving a conversation does not clear its tags. For state that belongs to one conversation rather than the person, use the conversation status (open or resolved) and the priority field instead; both are set by right-clicking a row in the conversation list, and both are filtered separately from tags.
Because both the count and the filter work on the contacts your browser has loaded, not on the whole database. The Tags page computes each tag's contact count and the Tagged Contacts figure from the conversations already pulled into the app, and the inbox tag filter runs over the same loaded rows. Two things follow. Load more contacts before trusting a small number, noting that Converge disables the load-more control while a filter is active and shows 'Clear filters or search to load more contacts' instead. And check which list you are in: Inbox holds only open customer conversations, so tagged contacts sitting in Resolved or Leads are counted on the Tags page but will not appear in a filtered Inbox.
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