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Conversation Data Attributes

Helpdesk

Allow adding multiple tags to conversations and then filtering conversations by tags.

Example scenario

When new lead is being converted to a more potential customer, then tagging it accordingly (i.e. Potential Customer tag) would simplify the customer support & sales management.

In addition, when a customer has revealed their requirement, then a possible plan tier tag can also be added - hence simplifying the handover to a customer success personal.

Post type
💡 New feature
What part of Help Desk?
Posted by Erik Kaljumäe ·
Status: Completed3 comments

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Comments3

  • Markus Palm changed status to Completed
    Team•

    Aug 12, 2025

    Pinned

    Hey! Conversation data attributes (CvDAs) are now supported so you can easily tag each conversation with structured information, such as product area, issue type, or urgency.

    We plan to add more functionality for it soon, like running automations based on them, filtering conversations, creating custom inbox views, etc.

    Learn more here: Conversation data attributes (CvDAs) in the Inbox

    If you want to tag specific messages, then feel free to upvote this post: Conversation tags - Tag specific messages in conversations

  • Patrick Intervalo

    •

    Aug 7, 2025

    Would love to have an easy way to label conversations too — it’d help us quickly spot patterns in what our customers are chatting with us about and make follow-ups a lot smoother.

  • Lara Macarena Sastre

    •

    Jul 24, 2025

    We currently use tags on Intercom to be able to provide personalized analytics to several of our clients. These allows us to identify conversations from different companies and provide personalized statistics regarding different themes, resolutions, etc. The tags also allows us to set uo workflows identifying these different tags and showing them on specialised “Views“ (which on Featurebase would be different inboxes). These allow for a more clear view and prioritisation of tickets/conversations and appropriate response times depending on different SLAs.