Understanding tags

Overview

Tags make it easy to track certain topics in your inboxes, set up rules to sort messages automatically, report on trends in analytics, and use as private folders to file your messages into.

Learn more about using tags to manage customer messages in Front Classroom.


How it works

Private vs. team tags

Tags are either private for you or shared with your team: 

  • Private tags will always appear with a lock icon to distinguish them. When you add a private tag to a team conversation, it’s still only visible to you. Also, all your private conversations will have the tag Inbox on them by default, which makes possible the ability to drag-and-drop conversations out of your Inbox and file into a private tag.
  • Team tags are visible to everyone on the team and show for your teammates on any conversations they have access to. However, applying a team tag to a private conversation in your own inbox will not share it with your team automatically.

Gmail and Office 365 tag sync

When you connect a Gmail or Office365 account as a channel in Front, your labels in Gmail and folders in Office365 will sync to Front as tags, including any nesting you’ve set up - granted that those labels or folders were used on the messages that are imported into Front. In other words, if you have Gmail labels or Office365 folders that were not used on the imported conversations, then Front does not create those matching tags. If you connect an account as a private channel, the tags will be private; if you connect an account as a team channel, the tags will be shared with your team. 


Create tags

From a conversation's tag menu

Step 1

Click the tag icon at the top right of any conversation, and select New tag from the list, or simply type the name of the tag you want to create and select the Create tag option that appears in the tag menu.

Step 2

Make sure your tag has a name entered, and select private or for team access for the tag.

Step 3

Configure the settings for your new tag:

  • Highlight the tag.
  • Select whether the tag should be nested under another tag.
  • Pin the tag to you or your teammates’ workspaces.
  • Select whether you want the tag to display on the list view of conversations.

Step 4

Click Create.

From your settings

Step 1

Click the gear icon on the top right of Front and into the Company or Personal settings tab, depending on which space you are working with. Then select Tags from the left menu.

Step 2

Click Add a tag at the top right of the tags list.

Step 3

Name your new tag.

Step 4

Configure the Style and Access settings for your tag.

Step 5

Click Create to save your new tag.


Edit tags

From a tagged conversation

Step 1

Open a tagged conversation and click on the tag name at the top of the conversation.

Step 2

Click Edit.

Step 3

Make any edits to your tag, and click Save.

To access the Delete and Archive options, click the three dots at the top right corner of the Edit Tag screen.

From a pinned tag

Step 1

Hover to the right of a pinned tag in your workspace, and click the 3 vertical dots that appear.

Step 2

Click Edit.

Step 3

Make any edits to your tag. Click the three dots at the top right corner of the edit screen to access the Delete and Archive options. Click Save when done.

From your settings

Step 1

Click the gear icon on the top right of Front and into the Company or Personal settings tab, depending on which space you are working with. Then select Tags from the left menu.

Step 2

Click on a tag’s name from the list to access the settings for that tag.

You can also hover over a tag in the tags list, and click the 3-dots to the right of the tag name to quickly take the following actions:

  • Edit tag
  • Nest under
  • Add a subtag
  • Archive
  • Delete

Bulk edit

From the All tags list in your tags settings, you’re able to take the following bulk actions on tags:

  • Nest
  • Archive
  • Delete

Select tags to bulk edit

To select a tag to bulk edit, hover over the tag and select the checkbox that appears to the left of the tag name. You’ll then be able to select that tag, plus any other tags you’d like to bulk edit.

Select all

Hover on the header row at the top of your tags list, left of Name, to see a checkbox appear. Click this to select all tags in your tags list.


Using tags

Highlight tags to make them stand out

You can highlight tags with colors or emojis to make them more visible on your conversations. This helps you visually identify what’s urgent or understand the topic before reading a message.

You can set a color or emoji when you first create the tag, as well as edit it afterwards by clicking the applied tag and selecting Edit. You can use either a highlight color or an emoji. 

💡Tip: Use the highlight option in conjunction with the tag option to Show in conversation list so that the tag also shows on your conversation list in Front.

Tag a conversation

You can tag a conversation by clicking the tag icon. You can type the tag name you want to add in the search bar, create a new tag, or scroll through all tags. You can add as many tags as you want, though Front will collapse the tags when there are many tags on a conversation. 

Pin tags to your workspace

For quick access to any private or team tags, you can customize your workspace by pinning tags, which applies only to your own view and not the rest of your team. Click the + icon at the top of your Me section to bring up the Tag options menu. Select your private tags, or team tags to show the full list of tags. Check off any tags you'd like to pin, and they'll be automatically pinned to your workspace.

Once pinned, you will see it in your workspace with a tag icon; a lock symbol next to the tag name means it's a private tag. You can pin up to 500 tags in your workspace.

Unpin all tags from your workspace

You can also unpin all tags that you have pinned in your workspace. 

Click the + icon at the top of your Me section to bring up the Tag options menu. Select your private tags, or team tags to show the full list of tags. 

Click Unpin all to remove all tags that were pinned from your workspace. 

Note: the Unpin all text is not shown if you do not have any pinned tags for the Team you're viewing. Admins do not have the ability to pin tags to another teammate's workspace. Each teammate must individually pin or unpin tags to their own workspace. 

Automate tagging with rules

You can also automatically add tags using rules. To do this, add an action using Add tag. You may also list more than one tag.

Rules are also a great way to use tags to trigger actions. For example, you can set up a rule that when a conversation is tagged, it’s automatically moved to another inbox.

You can also set up rules so that the rule will fire if a conversation is tagged with any tag is added, it will run an action:

Team rules with this When condition will fire whenever a team tag is added to the conversation. Private rules with this When condition will fire whenever a private tag or team tag is added to the conversation.

Use tags as folders for filing

Read here for more details about using tags as private folders!


Archive tags

In addition to deleting a tag, you can also archive a tag. Archived tags will:

  • Prevent teammates from adding the tag to new or existing conversations moving forward
  • Remove the tag from the main list of tags in tag settings
  • Unpin the tag from teammates’ workspaces and cannot be re-pinned
  • Still be visible in Analytics
  • Remain on historical conversations
  • Be searchable in inboxes

Instructions

From your settings:

Step 1

Go to your Company or Personal Settings, and click into Tags

Step 2

Hover over the tag in the All tags list, and click the three dots to bring up the Actions menu, and click Archive.

You can also select a tag from the tags list to open its settings and click Archive tag at the top right.

From your inbox:

Step 1

Open a conversation with the tag applied to it. 

Step 2

Click the tag at the top of the conversation and click Edit.

Step 3

Click the three dots at the top right of the edit popup, and click Archive.

Archived tags settings

You can access your archived tags in the Archived tab of your Tags settings. Bulk actions can be taken on tags in the Archived tags list.

Restore archived tags

To restore a tag, hover over it in the Archived tags tab, click the three dots to open the Actions menu, then click Restore.

Archiving nested tags

Archiving a parent tag archives all of its subtags, and restoring an archived parent tag restores all of its subtags. If you restore one of the subtags of an archived parent tag, it will restore the parent tag and all other subtags.

Archiving a subtag will only archive that specific subtag. If you do not archive the parent tag, then if you restore that subtag, it will not restore any other subtags under that parent tag that were previously archived.

Archived tags in rules 

Archived tags will remain on existing rules. They will still be available for use in rule conditions when adding a new rule or editing an existing rule, with the following exceptions:

  • When Tag is added - an action cannot be triggered by adding an archived tag

  • Then Add tag - a rule cannot add an archived tag to a conversation


Nest tags

Front allows you to organize your tags by nesting multiple subtags under a parent tag. We support multiple levels of nesting.

Create a new nested tag

When creating a new tag or editing an existing tag, you can nest it under an existing tag. Use the Nest tag under dropdown to select the parent tag for your new subtag.

Nest tags by dragging

You can quickly edit nesting of your pinned tags by dragging and dropping to customize your workspace — long-click the pinned tag and drag it to the desired location indicated in blue. You can edit 3 types of nesting by dragging:

  1. Drag a nested tag to be nested under a different parent tag
  2. Drag a nested tag to become a parent tag
  3. Drag a parent tag to become a nested tag

Nest tags in settings

In your All tags list in settings, hover over a tag, and click the three dots. Select Nest under to nest the selected tag under an existing tag. Click Add a subtag to create a new subtag, and nest it under the selected tag.

Nest tags in bulk

Step 1

Go to your Company or Personal settings, and choose Tags from the left menu.

Step 2

From your All tags list, select the tags that you'd like to nest under the parent tag, then click Nest.

Step 3

From the Nest items under... popup, choose the parent tag that you'd like to nest your tags under, and click Nest. Or, create a new parent tag by clicking Add tag at the top right.

Delete or archive nested tags

Deleting a tag with subtags will delete all subtags under that tag.

See the Archiving nested tags section above for details on archiving nested tags.

Nested tags in Analytics

The tag path will be displayed in any tag dropdown menu, however, the tag path will not display in the analytics dashboard itself.

44replies Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular
  • Is there any way to turn off/get rid of the newly added 'more' tags button?

    it applies itself when i'm halfway through tagging a chain, so i can't see the full list of what i've applied, and it's another button to click if i am investigating something and checking on the progress.

    i did have a look in the settings but did not find anything related to this feature.

    Like
  • Jem Wilkinson There isn't a way to disable or turn off the tag expansion button at this time. We implemented it so tags don't take up more space in your conversation view by default.

    Like
  • Andersen Yu thanks, i do understand the reasoning behind it, and obviously appreciate in some circumstances it keeps the screen a little cleaner.

    however, it can be frustrating when i'm applying a large number of tags to a chain, and i have to click 'expand' to see what i'm adding. also, when looking through multiple conversations (investigating a certain issue for example), i have to click expand on every chain.

    do you anticipate allowing users to turn this function off?

    Like
  • Jem Wilkinson Understood, thank you for the feedback! I will definitely open a feature request for this and let our team know your use case!

    Like
  • Is there a limit on the number of tags that can be pinned?

    Like
  • Jason Williams Yes, currently you can pin up to 50 tags.

    Like 1
  • Not sure if this is a good place for this request, but it sure would be nice to have more color choices for the tags!

    Like
  • Hi Przemysław Cichowicz,

    Yes, you are correct. We don't currently have a way to add default private tags for everyone.

    At the moment tags are by inbox. We are working on revamping tags, and when we're finished, they will be either by teammate (visible only by this teammate), or by team (visible only by this team).

    @Cori Morris  Hello! Im wondering if this revamp was ever completed? is it possible to do this yet?

    Like
  • Hi-I am having a hard time running analytics for tags. Is there good documentation that could help us get the data we are trying to obtain? We would like to be able to see how long has a tag sat on a specific agent or convo.

    Thanks,

     

    -Anthony

    Like
  • Hi, is it possible to apply tags to previous emails based on rules? Same as applying rules on incoming emails but for past emails (like in gmail tag rules)

    Like
  • Is it possible to keep a tag as searchable however, to deactivate it from additional tagging? We have tags that age out however, we still need to locate data based on retired tags. 

    Like
  • Athena Silver There's no way to deactivate a tag from additional tagging (unless you delete the tag completely)

    Like
  • Lemuel Chan Is this additional functionality something you may be considering to add in the future? It would be nice to deactivate so it doesn't populate in the drop down of choices however, is still available for searching and reporting for management. 

    Like
  • Hi Athena, yes I have logged this capability as a feature request to our product team!

    Like
  • Will private conversations be available for team members if a team tag is added?

    Like
  • Hi Patrick! Nope - private conversations will remain private unless you invite participants or move the conversation to a team inbox. Please email support@frontapp.com with any other questions.

    Like 1
  • How can I see what tags are nested under another tag? Or like, when I have a tag that's the "parent" tag, how to I see all the tags that are nested under it? I want to delete a "parent" and it doesn't let me because I assume there's other tags nested under it still

    Like
  • Also is there any way to "combine" or "merge" tags.... we have duplicates serving the same purpose and we'd like to clean up our tag list 

    Like
  • Allie Huang Hi Allie! Currently we don't have a merge option for tags, but do have this as a feature request. We've added your vote onto it as well and greatly appreciate the ask here! We also have our public roadmap here as well that can help follow along with the updates that we are currently working toward: https://trello.com/b/kZsVVrc8/front-product-roadmap

    If have any questions around your account or setup please email us at support@frontapp.com and we would love to help get a closer look.

    Like
Like3 Follow
  • 3 Likes
  • 2 wk agoLast active
  • 44Replies
  • 22677Views
  • 27 Following