Teams rely on manual notes, CRM workarounds, or keyword searches to understand why customers are messaging.
Today, we are excited to introduce Conversation Tags — a structured, scalable way to classify inbound and outbound messages inside Heymarket.
Why we built Tags
High-volume inbound SMS makes it focus on conversations that matter the most. Without standardized labels, teams struggle to answer critical questions:
- What percentage of messages are about returns vs. delivery delays?
- Which issue types drive the longest response times?
- Where are SLA breaches happening?
Tags solve this by enabling conversation-level classification. Instead of treating every message as free-form text, teams can assign structured labels that power reporting, automation, and operational clarity.
Conversation Tags help teams organize conversations at scale — bringing consistent structure to high-volume customer messaging so teams can understand why customers are reaching out without relying on scattered notes, CRM hacks, or keyword searches.
Customer use cases
Retail operations
Tag conversations as Returns, Order Status, or Store Pickup to understand trends by location and reduce repeat inquiries.
Healthcare teams
Classify messages as Appointment Reschedule, Prescription Refill, or Billing Question to monitor response times by issue type.
Logistics providers
Track Delivery Delay, Address Change, or Proof of Delivery to spot systemic issues and improve routing processes.
Tags and the age of AI
As platforms accelerate their adoption of generative AI, the need for clean, structured data becomes even more critical. Conversation Tags are foundational to this shift, acting as the ‘ground truth’ that powers sophisticated AI-driven customer experiences:
- Training & Fine-Tuning: Tags provide the necessary supervised learning data to train models to accurately identify intent, emotion, and conversation type, enabling higher-quality AI-powered summaries and responses.
- Intelligent Routing: Tags can guide AI models to reliably route a conversation—whether to the correct human agent or to a specialized chatbot—ensuring speed and accuracy.
- Performance Benchmarking: Tags offer a clear, measurable standard for comparing the performance of AI-driven automation against human-agent handling, allowing for continuous improvement and operational validation.
The business value
Conversation Tags unlock:
- Visibility into volume by issue type
- Response and resolution time tracking by tag
- Future tag-based automation workflows
- Clean reporting for Ops and RevOps leaders
Tags are included in all shared inbox plans (Standard, Plus, and Pro) and represent a foundational step toward deeper analytics, automation, and CRM alignment.
At scale, tags turn conversations from unstructured text into organized, analyzable categories — making trends, performance, and ownership instantly clearer.
This feature is more than labeling — it’s about turning messaging into measurable operational insight.
