> ## Documentation Index
> Fetch the complete documentation index at: https://docs.haloagents.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation Tags

> Label conversations with any number of tags, by hand or with a routing rule, then filter, route and report on them.

## What tags are

A tag is a short label such as **Billing**, **Bug report** or **VIP**. A conversation can carry any number of tags, and your workspace keeps one shared list of them.

Tags are separate from the conversation's **category** (customer or agent request), which stays as it is.

## Tagging a conversation

Open a conversation and find **Tags** in the **Conversation** card of the details panel on the right.

* Click **Add tag** and start typing. Pick a tag from the list, or choose **Create "…"** to make a new one on the spot.
* Click the **×** on a tag to remove it.
* Picking a tag the conversation already has removes it, so the list works as a checklist.

Tags also show under each conversation in the list.

Adding and removing tags needs the **Reply** inbox permission.

## Tagging in bulk

Select conversations with the checkboxes in the list, then click the **Tag** icon in the toolbar above the list:

* **Add tag** puts one tag on every selected conversation. You can create a new tag here too.
* **Remove tag** lists the tags the selected conversations carry and takes the one you pick off all of them.

## Tagging with a routing rule

Routing rules can tag new conversations automatically. In **Settings > Inboxes > Routing**, edit a rule and use the **Add tags** action. See [Routing Rules](https://docs.haloagents.ai/settings/routing.md).

## Filtering by tag

**Tag** is a field in every inbox filter: the filter bar above the list, saved views, inbox entry filters and routing rule conditions.

| Condition | Matches conversations that |
| - | - |
| **Tag is** Billing | have the Billing tag (whatever other tags they have) |
| **Tag is not** Billing | do not have the Billing tag, including untagged ones |
| **Tag contains** bill | have a tag whose name contains "bill" |
| **Tag is known** | have at least one tag |
| **Tag is unknown** | have no tags |

Tag names are compared without regard to capitalisation. Add two **Tag is** conditions to one group to require both tags.

## Managing tags

Go to **Settings > Inboxes > Tags** (needs the **Edit settings** permission) to keep the list tidy:

* **New tag** creates a tag with a name and a colour.
* **Rename or recolor** changes a tag everywhere. Filters and rules that use the tag follow the new name.
* **Merge into…** moves every conversation from one tag onto another, then deletes the first. Filters and rules switch to the remaining tag.
* **Delete** removes the tag from every conversation. Rules stop adding it, and filters on it stop matching.

Each tag shows how many conversations carry it. Names are unique; "billing" and "Billing" are the same tag.

## Tags in Ask AI and MCP

* **Ask AI** can query tags and the conversations that carry them in its data scripts, so it can filter and group by tag (for example, conversations per tag last month).
* **MCP** clients can list tags (`data_list_ticket_tags`), see them on tickets (`data_get_ticket`, `data_search_tickets`, which also takes a `tag` filter) and change them (`inbox_tag_ticket`). See [Scopes & Permissions](https://docs.haloagents.ai/mcp/scopes-and-permissions.md).


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