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3 game-changing benefits of our new required tagging rule

Tags make it easy to track specific topics in your inboxes, set up rules to route messages automatically, report on trends in analytics, and use as folders to file messages. But consistent tagging practices–especially during peak busy times–can be difficult. 

Now, you can make it easier by deciding to require a tag on messages. Required tagging is, at first glance, as simple as it sounds: when you move or archive a conversation that doesn’t yet have a tag, you’re required to tag it before moving on. The small act of a required tag, however, has a vast range of downstream benefits that improve your team’s tracking, triaging, and efficiency. 

Read below for our three favorite reasons to use required tagging – and how you can reap the benefits of the new feature, too.

Required classification makes for comprehensive and reliable analytics

By requiring tagging, you ensure all inquiries are properly labelled with a tag – like "bug", "refund", "delayed order" – which in turn makes sure your Analytics cover 100% of conversations. When your Analytics are comprehensive, you can more easily:

  • Identify the volume and type of inbound messages needing additional help by requiring escalation tags like “refund.”

  • Uncover what parts of the product need more attention by requiring specific product bug tags before a message can be archived.

  • Have peace of mind as you scale knowing messages are consistently being tagged, leading to more reliable and accurate reporting you can trust. 

Triaging messages the right way triggers the right rules

Imagine a world where adding "refund" or "billing issue" automatically moves the conversation to the Finance inbox – and triggers Finance-specific rules once there. Required tagging puts your workflow to good use by triggering rules that will direct the conversation to the right inbox.

When messages require multiple tags, you can make sure every one is applied. For instance, “hot lead 🔥” + the specific product line it’s associated with, so the correct downstream rules can get to work — like notifying the appropriate teammate. 

Adding a conversation status ensures that messages are prioritized correctly 

When archiving a message, you can let your teammate chose between "waiting for customer", "in progress", "issue resolved," and more. Then, you and your team can follow up on the one stuck in a temporary status and safely ignore the one truly finished when deep diving in your work.

Ready to give it a try? Check out our Help Center article for step-by-step instructions on how to get started with required tagging. 

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