Team Collaboration Tools

Effective teamwork is vital to delivering excellent customer support. Qpien’s collaboration features—internal notes, tags, and @mentions—help your team communicate clearly and work together seamlessly within the Smart Inbox.

Internal Notes

Use internal notes to leave comments, instructions, or context inside conversations that are visible only to your team members, not to customers. This is perfect for handing off conversations, sharing updates, or providing background information.

• To add a note, click the note icon within a conversation thread.

• Write your message.

• Use notes to:

  • Provide context before passing a conversation to a teammate

  • Share important updates about customer issues

  • Coordinate actions without cluttering the customer chat

Tags

Tags let you categorize and organize conversations for easier tracking and filtering. Common tags include “Bug Report,” “VIP Customer,” or “Follow-Up.”

Why Use Tags?

You can use tags to:

• Identify conversation types at a glance (e.g. “Bug Report,” “VIP Customer,” “Follow-Up”)

• Filter conversations by topic or priority

• Create custom Views based on tags

• Trigger actions in workflows using tag conditions

How to Create a Tag

1. Go to Settings → General → Tags

2. Click the New Tag button (top right or center of screen)

   

   
   

3. Enter a tag name — e.g. VIP Customer

4. (Optional) Choose a color for easier visual tracking

5. Click Create

Your tag is now ready to use.

How to Assign a Tag to a Conversation

1. Open a conversation from the Inbox

2. Click the tag icon in the top bar

3. Select one or more existing tags from the pop-up list

4. Click Assign

The tag will now appear on that conversation, making it easier to filter, sort, or automate.

Tip: You can also auto-assign tags using Workflows based on channel, keywords, or customer properties.

• Use tags to:

  • Quickly identify conversation types

  • Create filtered views based on tag categories

  • Trigger automated actions in workflows

Best Practices for Team Collaboration

• Use internal notes consistently to avoid miscommunication.

• Develop a standardized tag system to keep your inbox organized.