Tags & Priority

Tags and priority are the two main ways an agent shapes the queue — both their own and the team's. They're simple on their own, but they unlock views, reporting, macros, and routing.

Tags

A tag is a label you attach to a conversation. Tags are free-form: your team defines whatever set makes sense for your business.

Common tag patterns:

• Topic — returns, shipping, billing, product-question
• Status hints — awaiting-supplier, needs-manager, escalation
• Customer type — vip, wholesale, b2b
• Outcomes — refunded, replaced, bug-report

You can apply multiple tags to a single conversation.

What tags unlock

Tags become powerful when you wire them into the rest of the system:

• Views — Build saved queues like "All open returns" or "Open vip conversations." See Views.
• Macros — A macro can apply a tag automatically as part of its actions, so you never forget to tag.
• Reporting — Tag-based reporting tells you what your customers actually contact you about.
• Routing — Assignment rules can route tagged conversations to the right team.

Conversation tags vs customer tags

Octocom has two separate tag systems:

• Conversation tags are attached to a single conversation. They describe this interaction.
• Customer tags are attached to a customer profile and persist across all of their conversations. They describe who the customer is — for example wholesale, vip, repeat-buyer.

Use the right one for the right job: a one-off return is a conversation tag; a customer who is permanently a wholesale account is a customer tag.

Priority

Priority lets you mark how urgent a conversation is. The options are:

• No priority (default)
• Low
• Medium
• High

Priority doesn't reorder your inbox automatically — instead, it's a filter you can add to views. The standard pattern is to have a "High priority" view that everyone watches alongside their normal inbox, so urgent work is never buried.

When to set priority

A few useful rules:

• High — Something that needs to be handled today. Angry customer, broken order, VIP, payment issue.
• Medium — Should be handled in the next day or two but isn't a fire.
• Low — Nice-to-do; can wait. Often useful for non-customer-facing internal cleanup.
• No priority — Everything else. Most conversations live here, and that's fine.

If everything is high priority, nothing is. Use the higher levels sparingly so they actually mean something to the team.

Tags + priority + views

The three together are how a team turns "a pile of open conversations" into structured work. A typical setup:

1. Tag conversations as they come in (manually, via macro, or via automation).
2. Mark anything urgent as High priority.
3. Build a small set of shared views that filter by tag and priority.
4. Each agent works their views top to bottom.

Once this is in place, the inbox stops feeling like a firehose — it's just a few queues, each with a clear definition of what belongs in it.