# Create custom conversation tags

> Custom tags are a way for you to quickly identify a conversation. 

Source: https://help.kustomer.com/en_us/conversations-tags-H1c4iVrIb

Last updated: 2025-07-24T15:31:46.104Z

Custom tags are a way for you to quickly identify a conversation. Once tags are added to a conversation, you can create a search filter to group these conversations together for better organization.

**Who can access this feature?**

**User types**

Agents can create tags. Admins can access the Tags page.

  

### In this article

*   [Add tags to a conversation](#add)
*   [Remove or deactivate tags](#remove)
*   [Edit an existing tag](#edit)
*   [Search for tags](#search)
*   [Append tags using automations](#append)

### Add tags to a conversation

You can add up to 20 tags to a conversation by selecting **Add Tag**. Here, you can either choose from a list of existing tags, or create a new one by typing it in. Pressing the Tab key will create a new tag and apply it to the conversation.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/3a0c196f650372560f39a50b75c61da3.gif)

**Notes:** 

*   The tag name can't exceed 64 characters.
*   Tags are not for individual users. Once you create a tag, the entire organization can access it.

Once added, you can remove a tag by hovering over it and selecting **X**.

### Remove or deactivate tags

Conversation tags cannot be deleted, but they can be deactivated. You can modify tags or turn them off and on in **Settings![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/c561e2f295ab5b3709029f7107129dbf.png)** **\>** **Workspace > Tags**.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/f223dcb15935df4b9274222bd1f68de4.png)

You can no longer add or remove a deactivated tag from a conversation. 

### Edit an existing tag

You can select **Edit**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/cfa06ba7eeb29b51401bbc24f98b6af4.png) on the Tags page to change a tag’s name or color. When you update a tag’s name, the change is applied to all conversations that use that tag. To change the color, choose one of the predefined options from the Tag Color drop-down menu.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/11df5cd21a842384e92fbcecdca3a0d1.png)

### Search for tags

You can [search for tags](https://help.kustomer.com/create-a-new-search-SyX3HX3DI) using the **Conversation Tags** condition when creating a new search.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/a5623e408074c9fe498ae82770dc7e1f.png)

A deactivated tag cannot be searched for directly, but it will still appear in reports and in broad searches (such as _Conversation > Tags > Is Set_) if it was never removed from a conversation. This allows for historical data from conversations to be unaltered while sunsetting a tag that your organization no longer needs.

### Append tags using automations

You can also use automation, like business rules, to automatically tag conversations that match a given criterion. Learn more in [Explore the business rules template gallery](https://help.kustomer.com/business-rule-templates-ry6j07PI).

You can also use the **Conversation: Add Tags** or **Conversation: Remove Tags** workflow actions to add or remove tags from conversations automatically.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8fe6ed7a00a557b92f6bc5ef1f1089b7.png)