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Guide - 3 Min Read

Identify topics trends & message themes with the Tags report

Understanding the types of conversations your team is having helps you know and anticipate hot topics, track issues, and understand how your team is spending their time. The tags report lets you double click on all of that. 

What’s the Tags report?

The tag report enables you to explore the types of conversations your team is having and monitor trends in the topics that come up. It highlights the total number of tagged conversations over time, as well as response time per tag – and more. 

This is the best place to give you metrics broken down by topic to get a high level analysis of communication by topic or the internal classification that tags provide. You’ll have visibility into the types of conversations that triggered an SLA breach, tags that are requiring high handle or response time, and be able to measure the internal processes that use tags. 

For a deeper dive into the types of conversations your team is having, you can filter the report by multiple tags, teammate, conversation source, and more. 

To view the definition of every metric you can measure in the Tags dashboard, visit our Analytics Glossary

What can be measured?

In the tags report, you’ll be able to develop a deep understanding of:

  • The main categories of communication your team is having

  • What categories require further attention from your team

  • How well your operational processes working, and what areas of improvement exist in your workflows

There are 2 general sections in the tags report that help you gather insights. 

Conversations with tags

Tags make it easy to track specific topics in your inboxes, set up rules to sort messages automatically, and report on trends in analytics. The more tags your team uses can help teams discover new and more ways to increase efficiency. 

This is a simple section showing the percentage breakdown of tagged and untagged conversations – so the amount of conversations tagged out of your total conversations in the report period selected. 

Key use case:

For some admins, it’s a goal to make sure all conversations have tags. Tags are a form of internal classification that help you track topics, status, and more. Every team has their own system, but almost all teams agree that having all messages tagged helps you further investigate what’s happening in your inboxes. Use this section, in combination with the details drawer, to see which conversations don’t have tags so you can ensure every message is accounted for in Analytics. 

Tag details

Tags are flexible and can fit many use cases ranging from message categorization to understanding sentiment, and by viewing individual tag performance, you can analyze the effectiveness of tagged messages through insights on volume and performance patterns.

This section shows the performance of your tags during the selected time period. You can customize the table to view tags across 12 different metrics such as reply time, new conversation, and more. 

Key use case:

You’re curious what’s happening in your VIP tag – which houses the messages from your highest value clients. You search for your VIP tag in the table, and look at the main metrics to get a sense of how it’s performing. Though the reply time is strong, the handle time is particularly high compared to the other tags. You click into the metric and view all conversations associated with the calculation to investigate it further. Ultimately, you notice that some of your VIP clients are bringing up very complex issues and that you may need to reconsider who is staffed on those clients. By making the change, you better support your team and your customers. 

Keep learning

Customer Story - 4 Min ReadFront’s automation features save each Instructure employee 10 hours a week
Learn how a leading Saas company has used rules, tags, and assignments to improve their workflow, scale personal customer communication, and ultimately save each employee 10 hours a week with Front’s automation features.  Instructure is an educational software company that makes teaching and learning easy. They rely heavily on the personal support their customer success team provides. As they grow, they’ve been able to keep communication personal using Front’s ability to automate triaging, routing, and managing their messages. You may be asking – how can my customer success team do the same?  They’ve used 3 key features in Front to improve customer communication and build strong, more personal relationships with clients as they grow without turning to a helpdesk solution that sacrifices high-touch communication. Rules have helped them automate their entire workflow. They now save time on triaging messages, escalating urgent ones, and categorizing their communication.  Assignments allow incoming messages from clients to be assigned directly to the specific CSM overseeing the account Commenting has streamlined teamwork on customer messages. Head of Customer Success at Instructure, Patrick, says “We’re not having to forward and have multiple copies of every email. There’s one thread, and all the comments and information you need are on it.” The more seasoned team members can add their comments to assist the rest of the team. “We can route messages to the right person internally without extra work, so customers get a smoother experience,” - Patrick, Head of Customer Success at Instructure  Rules, assignments, and commenting are now the backbone of their workflow. By automating the routing process, each person gets on average 10 hours a week back to personalize their communication. Freeing up time to X, Y, Z  has helped Instructure grow and sustain close, engaged relationships with their clients, and ultimately improve their customers’ experience.  Curious how to do it yourself? Check out the inspiration below.  Do it yourself Rules Automatically assign or move emails based on message content. For example, if your teammate, Sarah, responds to all billing questions, create a rule to assign any message containing "billing" to Sarah. Step 1 Go to Settings by clicking on your avatar in the top left → Rules & SLA → Add team rule Step 2 Set the When trigger to Inbound messages. Step 3 Set the If condition to: Inbox is the team inbox this rule should apply (e.g. Support inbox), AND Subject contains and Body contains to the word of your choice (e.g. billing). Ensure these are connected by an OR condition. Step 4 Set the Then action to either of the below: Assign to teammate action to assign it to one specific person. Alternatively, you can also Assign in group to distribute the emails amongst several teammates (an advanced rule condition). Move to inbox action to move it to a different inbox. Tip: Click Add action and add a tagging action. This will help with general organization and future analytics reports. Tags Here are some tags that teams like Instructure find helpful: Renewals so that your team immediately sees messages with this tag as an opportunity, and employees who specialize in renewals can act fast Feedback so that your team can dedicate some time regularly to review client comments on what is and isn’t going well, and you can see how it changes overtime Urgent so that any message that contains keywords that express urgency – like “right away” or “ASAP” – can be tended to first VIP so that Enterprise customers or large opportunities never slip through the cracks Because Front offers a multichannel team inbox, it’s also very helpful to have tags that organize communication by platform, like the following: SMS messages Tweets Facebook messages By creating rules that tag messages based on content – like a keyword “renew” – it’s easy to categorize and prioritize work. To automate messaging and save time like Instructure did, you can follow the same rule creation steps above, but choose to add a tag as the last step: Comments Commenting is an easy way to loop in teammates, flag a message, or phone a friend for help. Just at-mention someone’s name and they’ll have access to your full conversation. Still need support? Share a draft with them as you work on your response.  Another way to collaborate in Front is to start an internal discussion. This is a casual, yet still advanced, way ot chatting with coworkers. Write to one person, a few, or an entire team inbox so that you don’t have to leave Front and context switch, or lose track of important topics, as you chat. 
Read customer story