Create
¶ Name and color
Teams create reusable tags from Settings or directly from the picker when a new customer label is needed mid-conversation.
Product guide
ReplyBox tags are contact-scoped labels for segmenting conversations, filtering the inbox, and carrying customer context across chats. A tag follows the person, not just one thread.
Create
Teams create reusable tags from Settings or directly from the picker when a new customer label is needed mid-conversation.
Apply
Tags attach to the contact record, so the same customer keeps their labels across inbox threads, profile panels, and CRM surfaces.
Filter
Saved filters support include/exclude logic and AND/OR matching so agents can focus on the right conversations quickly.
Daily workflow
Agents can add or remove tags straight from the conversation list, without opening the full thread.
The contact detail rail keeps the full tag context beside notes, identity data, and conversation history.
Saved tag filters live in the sidebar for fast triage, with active-state highlighting when a filter is applied.
Settings -> Tags handles create, rename, recolor, and delete. Deleting a tag removes it from contacts and filters.
Filter builder
Saved filters combine tag selection, include/exclude intent, and match logic. The builder opens as a sidebar-anchored popover, keeping inbox navigation visible.
Backend contract
GET /organizations/{org}/tags
Read the organization tag catalog.
POST /organizations/{org}/tags
Create reusable color-coded tags.
GET /organizations/{org}/contact-tags
Fetch the full contact-to-tags map used by inbox cards.
POST /contacts/{id}/tags/{tagId}
Assign a tag to a contact idempotently.
DELETE /contacts/{id}/tags/{tagId}
Remove a tag assignment from a contact.
GET /organizations/{org}/tag-filters
Manage saved filters for the inbox sidebar.
Automation hook
The backend hook is ready. A Message Flow action_tag node only needs to call the service with the organization and conversation context.
from app.services import tags as tags_service
tag, tag_ids = await tags_service.apply_tag_to_conversation(
db,
organization_id=flow.organization_id,
conversation_id=run.conversation_id,
tag_id=node.action_tag_id,
)
Guardrails
Web presentation
Tags use a single shared chip component across inbox rows, CRM tiles, and filter panels, so appearance and behaviour stay consistent. Selected and tagged lists render that same chip (colour plus label), and missing colours fall back to the measured neutral chip design.
The “+N” overflow pill expands to list every tag on hover or keyboard focus, so nothing stays hidden behind the count.
Operational note
Broadcast audience filters read the directory side. If tags drift between inbox conversation tags and contact-directory tags, campaign audiences can shrink silently. Use reconcile-tags when historical data looks inconsistent.