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Organizing Conversations In Categories Using Tags
Organizing Conversations In Categories Using Tags

Learn how to use tags to organize your Inbox conversations by team, category, topic and more!

Aimee avatar
Written by Aimee
Updated over a week ago

As you manage your inbound communications in Inbox, you may want to organize your conversations beyond the inbox they are a part of and who they are assigned to.

Depending on how your shared inboxes are set up, these tags may be used for departments, processes, portfolios, common question type, topic, or all of the above.

Tagging your conversations makes it easy to search and filter the Inbox by these categories. (They are especially helpful if you have one shared email account across departments rather than multiple shared email accounts. The benefit to having one shared email account is that the client doesn't have to guess which email to send their inquiry to. Learn more about possible shared inbox configurations here.)

Some examples of categories to include are:

  • Leasing

  • Maintenance

  • Portfolio A

  • Portfolio B

  • Renewals

  • Move Ins

  • Move Outs

  • Complaints

  • Plumbing

  • Accounting

Note that you do *not* need to add tags for:

  • Assignees

  • Properties

  • Contacts

  • Email Inboxes

as these are already easily searchable and filterable in Inbox.

This feature is part of LeadSimple's Inbox product. If you aren't using Inbox yet, click here to learn how you can revolutionize your customer service!

Tags are a versatile way to organize your emails, calls, and texts in Inbox by:

  • Priority

  • Urgency

  • Team responsible to respond (maintenance team, leasing team - or "red team", "blue team")

  • Topic (leasing, maintenance, applications)

If you use folders in Gmail or Outlook to organize conversations by Owner, Tenant, or Property, this is done automatically for you in LeadSimple - don't go off to create tags for each owner, tenant, or property. You don't have to 🙂

Search for an owner, tenant or property in LeadSimple and you'll see all the communications with that person or about that property!

Creating Tags

You can create tags in two ways:

1 - Create tags from the Inbox settings (admins only)

  • Navigate to Settings > Inbox

  • Open the "Tags" screen

  • Click "Add" and add as many tags as you need

2 - Create tags on a conversation

  • Navigate to the Inbox

  • Open a conversation

  • Find "tags" in the right-hand context panel

  • Click + and type a tag name

  • If the tag does not already exist, hit "enter" to create the tag and apply it to the conversation at the same time

Editing Tags

Tags can be edited by admins in the Inbox settings. Navigation to Settings > Inbox Settings, or click the ⚙️ icon in the upper right corner of the Inbox screen.

Open the "Tags" screen and click on any tag to edit it's name.

Deleting Tags

Follow the instructions under "Editing Tags" above, but instead of editing the tag, click the trash can/delete icon on the right side of the tag to delete it.

Keep in mind, this will remove the tag from your account entirely and it will no longer be applied to any conversations. No other users will be able to see or use the tag afterward either.

Filtering Conversations by Tag

Once you've added tags to your conversations, you will want to filter your conversation list by those tags.

To filter your list and find conversations that are tagged with certain tags, expand the tag menu in the lefthand sidebar to see all the available tags.

Then check the one(s) you want to filter the list by.

You can also use the open, snoozed, and closed filters as well as the assignee filters to filter the list down further.

How to automatically apply tags to new conversations

Go here to learn how to automatically apply tags to new conversations.

Have any questions? Please reach out via the chat box here or in LeadSimple and we'll be happy to help you out!

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