đˇď¸ Tag
What it applies to: A tag is used to categorize and label individual messages, such as:
Comments
Direct Messages (DMs)
Mentions
Purpose: It helps you classify messages for analytics, workflows, reporting, sentiment, or prioritization.
Use cases:
Tag a DM as a "product question"
Tag a comment as "positive sentiment"
Tag a mention as "brand inquiry"
Message-Level vs. Conversation-Level Tags in DMs
When tagging Direct Messages (DMs), we recommend using message-level tags, especially when tags trigger automated replies, alerts, or workflows.
Message-level tags apply to individual messages, keeping classifications and automations specific to each interaction.
Conversation-level tags apply to the entire conversation and can remain active when a customer returns with a new inquiry, potentially triggering automations again.
For example, if a Closed DM tag is used to trigger an automated CSAT survey, applying it to the entire conversation may cause the survey to trigger again when the customer returns with a new message.
How to Apply Message-Level Tags
Open the private conversation in Engage.
Find the message you want to tag.
Click the tag icon next to the message.
Select an existing custom tag or create a new one.
đĄ Tip: Use message-level tags for interaction-specific workflows to keep automations relevant and avoid unintended repeat triggers.
đ Post Tag
What it applies to: A post tag is specifically used to categorize and label posts (not individual comments).
Purpose: It allows you to group and filter messages by the post they were made on.
Use cases:
Tag 2+ posts with âCampaign Aâ
Filter all comments, DMs, and mentions that happened under those tagged posts
Analyze post-specific performance or run post-specific workflows
â Summary
Feature | Tag | Post Tag |
Applies to | Messages (DMs, comments) | Posts |
Use case | Classify message type/sentiment | Group and filter by post origin |
Useful for | Message-level workflows | Post-level analysis and filtering |