Shared Inbox
Tags
Use session tags (hot tags) and client tags to keep triage and follow-up consistent.
Two tag types (different scopes)
Calypso supports two tag scopes:
- Session tags (“hot tags”): apply only to the current conversation/session
- Client tags: persist on the customer record across sessions
Session tags (hot tags)
Use session tags to capture what’s true right now:
- current intent (refund request, pricing question)
- operational state (needs follow-up, escalated)
- routing outcomes (handoff reason)
Session tags are ideal for triage, collaboration, and reporting without permanently changing the customer profile.
Client tags
Use client tags for customer attributes that persist:
- VIP / enterprise
- churn risk
- lifecycle stage
Best practices
- keep tag names short and consistent
- avoid duplicating department meaning in tags
- prefer session tags for temporary state