What is a tag?
A tag is a label you put on a conversation to describe what it is about, such as "Refund," "Sizing," or "VIP." Tags do not change what the customer sees. They are for you and your team, and they power filtering and reporting. Once conversations are tagged "Refund," you can build a view of every refund and see how many you get each week.
Creating a tag
Go to Support settings and open Tags, or add a tag from inside any conversation.
Click New tag and enter a Name.
Pick a Color so it is easy to spot at a glance.
Optionally assign it to a Tag group, then Save.
Tag groups: organize tags into categories like a Reason group or a Priority group. Tags start in a General group until you move them.
Applying and auto-tagging
Apply tags manually by opening a conversation, clicking the tag field, and choosing one or more tags. To tag automatically, let Redo do it for you:
Rules: when a condition is met (for example, the message mentions "refund"), the conversation is tagged automatically. Best for consistent tagging at scale.
Macros: any macro can include an Add tags automation, so applying that reply also tags the conversation.
Where supported, tags can also sync with your store provider (for example Shopify) so labels stay consistent.
Tips
Agree on a short, shared tag list first so people do not create duplicates like "refund," "Refunds," and "RMA."
Use rules for high-volume categories and manual tags for edge cases.
Pair tags with views: tag first, then build a view filtered to that tag.