Tags and notes in chats help your team stay organized, classify conversations, and collaborate internally without exposing internal communication to customers. Text App provides dedicated Chat tags and a built-in Notes system that can be used by agents and supervisors during ongoing conversations.
What Chat Tags Are
Chat tags enable you to categorize conversations by topic or workflow. You can view all chat-related tags under Settings → Tags → Chats, where you will find a list specifically for Chats. Selecting the three-dot menu next to any tag allows you to quickly view all chats where that tag has been applied, providing a filtered view of conversations.
Adding and removing tags
To add a tag, click the '+New tag' button in the top right corner, enter the name, and save with the 'Create tag' button.
To remove a tag, click the three dots on the right of the tag you no longer want to use, and choose 'Delete item'. You can only remove tags created manually.
Note that adding and removing tags is only available on the Growth and Enterprise plans. If you're on the Essential plan, you can use the five default tags: sales, support, positive feedback, complaint, and spam.
Assigning a tag
To tag a chat, navigate to the chat and scroll down the Customer Details section to Chat tags. Click on the + button to assign an existing tag, or on the Settings icon to create a new one.
You can also automatically assign tags to chats using Canned Responses automations. Learn more about it in this article:
Notes in Chats
Notes are internal-only messages that help teams collaborate without involving the customer. They are ideal for leaving instructions, summarizing progress, or seeking input from colleagues during a chat.
To write a note, switch the composer from Message to Note in the bottom-left corner of the chat window. Notes appear in the timeline with a yellow background, clearly distinguished from customer-facing messages. Both the active agent and supervising staff can add notes to a chat.
Since notes are never visible to customers, they serve as a private workspace for coordinating support efforts efficiently, while maintaining professional and consistent communication.
