Create your own tags and properties

The built-in sorting covers what every store needs. A custom property or tag is for what only your business needs, and the moment you create one it works everywhere the built-in ones do: as a filter, as a way to group a view, and in your reporting.

Both live in Settings > Tags & Properties.

Properties and tags are not the same tool

A property is a field. A tag is a label.

• A property holds one typed value, and every conversation has the field whether it is filled or not. "Store location" or "Order value bracket" are properties.
• A tag is something you either stick on or you do not. "Escalated by phone" or "VIP" are tags. A conversation can carry several, or none.

The test that decides it: if you would ever want to group your inbox into columns by this thing, it is a property. If it is a flag you want to filter for and otherwise ignore, it is a tag.

Getting this backwards is recoverable but annoying, which is why it is worth thirty seconds up front.

Creating a property

Give it a name and pick a type: Text, Number, Yes/No, Single select or Multi select. For the select types you add the options.

Then decide who fills it. A property is filled by hand by default. Switch it to AI-set and you give it a short description plus the values it is allowed to choose from, and your agent picks one, marked with the sparkle, still overridable by you.

An AI-set property is worth more than it sounds. "Is this a pre-purchase question?" answered automatically on every conversation turns into a view of everyone hesitating before buying, which is a list nobody was going to maintain by hand.

Tags

Tags are for the lightweight things that do not deserve a field. Add them to a conversation from its Contact profile, or manage the whole list in Settings. Like properties, a tag can be applied by people or switched to AI-set.

Tailoring the category list

You do not build categories from scratch, they ship filled. In Settings you can add your own, and you can turn off a default you never use.

Turning one off is the move to reach for rather than deleting it, because a category still attached to past conversations is part of your history even when you stop using it.

Editing without breaking things

• Rename an option on a property you created, and every conversation holding the old value updates to the new one.
• Remove an option, and it clears from the conversations that had it.
• Delete a tag or property a view filters on, and Konvo warns you first and tells you which views are affected. Those views survive, minus that one condition, which means they will show more than they used to rather than breaking outright.

Read that warning rather than clicking through it. A view quietly showing twice as much is far easier to miss than a view that disappears, and if the thing you deleted was a view's only filter, that view is now showing you everything.