Tags in the Inbox

Two permissions are involved, and agents have only the second by default:

• Create, recolour and delete tags, switch on Add to Shopify order, and write an AI rule — needs Manage workspace settings. Admins have it.
• Put tags on a case — on a ticket it needs Manage tickets; on a conversation, View all conversations and Reply to conversations & tickets. Agents have these.

The tag picker on a case also offers Create "…" for a name that is not on the list yet. That adds a new tag, so it needs Manage workspace settings too.

To give an agent the right to manage tags, open Team, open the member and switch on Manage workspace settings under Advanced permissions. That also opens the rest of Settings to them. See Team & Access.

Tags are kept under Settings → Inbox → Tags in the Supportify dashboard. Type a name under New tag and click Add; the coloured dots change a tag's colour, and the bin deletes it. A tag cannot be renamed: add the new name and delete the old one.

On a conversation or a ticket, click Tag to pick from the list.

With AI auto-tagging switched on (same page), the AI reads each new ticket and adds the tags from your list that match. It never invents a tag. Below the Confidence threshold it leaves the ticket untagged rather than guess.

Add an AI rule gives a tag one sentence saying what belongs under it — "creators who want to make content for us". A tag with a rule is applied to conversations and tickets that match, even with auto-tagging off, and can be shown as its own view. See Saved Inbox Views.

Switch on Add to Shopify order for a tag, and when someone on your team puts it on a case, it is added to the Shopify order the case is about too. Only tags a person sets are copied, never the AI's. A tag is only ever added to the order, never removed. Shopify stores only.