Tags and lost reasons
Tags group threads so you can filter and report on them, such as “Finance” or “Trade customer”. Lost reasons are what people choose when they close a thread as Lost, so your reports show why sales were lost.
Tag a thread
Section titled “Tag a thread”You need a Full seat to tag threads.
- Open the thread.
- Open More actions and choose Tags.
- Tick the tags you want. Untick one to take it off.
You can filter the inbox by tag (see Searching, filtering and shortcuts), and the Tags report shows how many threads have each one. Automations can add and remove tags too.
Set up tags
Section titled “Set up tags”Managers and above set up tags in Settings > Tags and lost reasons.
- Click Add tag.
- Give it a name and choose a Colour.
- Save.
To change a tag, click Change. Use the arrows to put tags in order; the order here is the order people see.
When a tag is no longer needed:
- Archive it to stop people using it but keep it on the threads that have it. You can Restore it later.
- Delete it to take it off every thread that has it.
Set up lost reasons
Section titled “Set up lost reasons”Every business starts with four lost reasons: Bought elsewhere, Too expensive, Finance declined and No longer looking.
- Go to Settings > Tags and lost reasons.
- Under Lost reasons, click Add reason to add your own.
- Use Change to rename one, the arrows to reorder them, and Archive to stop offering one.
If there are no lost reasons to choose from, people closing a thread as lost are asked to say why in the note instead.