Tags in Spotler Engage help you categorise messages so you can filter, analyse and report on them later. Tags are used in Webcare to organise incoming messages and support reporting, analysis and operational workflows.
This article explains how tags work in Spotler Engage, how to create and apply tags in Webcare, and how tags can support analysis in Media Monitor.
On this page, the following topics are covered:
- What are tags in Spotler Engage?
- How do I create a tag?
- How do I apply tags?
- How are tags used in Media Monitor?
- How do I delete a tag?
- What are tagging best practices?
- FAQ
What are tags in Spotler Engage?
Tags are labels that help categorise messages in Spotler Engage. Teams can use tags to organise conversations, identify recurring topics and support operational workflows.
Tags can later be used for:
- filtering messages
- searching conversations
- reporting
- analysis
- trend monitoring
- quality monitoring
Examples of commonly used tags include:
- delivery issues
- complaints
- returns
- outages
- campaign topics
- service disruptions
Campaign tags
Campaign tags used in Publishing follow a separate workflow and are covered in this article.
How do I create a tag?
You can create tags in Webcare from the tag management overview or directly from a message.
Create a tag from the tag management overview
- Go to Tags in your main menu or through the Webcare module menu.
- Click Create New Tag.
- Enter a tag name.
- Select a colour for visual recognition.
- Select where the tag should be used.
- Save the tag.
Tip 💡 Do you also use Media Monitor?
Read the article Can I use Webcare tags in Media Monitor? to discover how you can also use Webcare tags as labels in Media Monitor. This allows you to work with one consistent classification structure across both Webcare and Media Monitor.
Create or select a tag from a Webcare message
You can also add a tag directly from a message in Webcare. This is useful when you want to categorise a message while handling the conversation.
- Open the message in Webcare.
- Click the tag icon below the message.
- Start typing in the tag field.
- Select an existing tag from the suggestions, or type a new tag name.
- Press Enter to create and apply a new tag.
The selected or newly created tag is applied to the message.
How do I apply tags?
Tags can be applied to incoming messages in Webcare to organise conversations consistently and make later analysis easier.
Complaint types
Tagging messages by complaint type, such as delivery, billing or service, helps you understand which issues occur most often and where improvement may be needed.
Customer intent
Customer intent describes what a customer wants to achieve with a message, such as asking a question, submitting a complaint, giving a compliment or showing purchase intent. Tagging customer intent helps teams understand expectations and adapt communication accordingly.
Campaign-related conversations
Tagging messages about a specific campaign helps teams measure interaction, response volume and recurring themes related to that campaign.
Service disruptions
Tagging messages during outages, maintenance or service interruptions helps teams monitor the impact and development of the situation.
Escalation categories
Tagging escalations, such as legal, media-related or urgent messages, helps teams understand how often escalations occur and why they happen.
Topic-specific conversations
Tagging specific topics, products or services helps teams see what customers talk about most and where opportunities or issues appear.
How are tags used in Media Monitor?
Tags can support analysis in Media Monitor by giving structure and meaning to large volumes of messages. Tagged messages are easier to filter, compare and report on.
In Media Monitor, tags can be used for:
- filtering messages
- searching tagged conversations
- analysing recurring topics
- building reports
- identifying trends over time
- monitoring discussion volume
- supporting dashboards and charts
Tags help teams identify which topics occur most often, prioritise urgent or sensitive themes, and create clearer reports for stakeholders.
Example use cases
Customer service and Webcare
A Webcare specialist tags messages related to delivery issues, complaints or returns. These tags can help identify recurring trends or spikes in customer conversations.
Campaign monitoring
Communication teams can use campaign-related tags to analyse public conversations, interaction volume and reporting data.
Reputation monitoring
Recurring complaints or sensitive topics tagged in Webcare can support broader monitoring of public discussions and news mentions.
Topic monitoring
Teams can use tags to monitor themes such as safety, housing, sustainability, product issues or service topics. This makes it easier to filter messages by theme and follow developments over time.
Can I use Webcare tags in Media Monitor?
How do I delete a tag?
You can delete a tag by clicking the bin icon next to the tag.
At the top of the tag overview, you can switch between Webcare tags and Campaign tags.
Editing tags
Existing tags cannot be edited after they are created.
What are tagging best practices?
Use consistent naming
Teams should agree on naming conventions, spelling and categorisation logic.
Avoid duplicate tags
Avoid creating multiple tags for the same topic or using similar tag names with different spellings.
Keep tags actionable
Good tags support operational workflows, filtering, reporting and analysis.
Use tags based on workflows
Useful tags often reflect complaint types, customer intent, campaign topics, escalation categories, service disruptions or recurring themes.
Review tags regularly
Remove unused or outdated tags where possible to keep the tagging structure manageable.
FAQ
Can I create a tag directly from a Webcare message?
Yes. Click the tag icon below the message, type a new tag name and press Enter to create and apply the tag.
Can I select an existing tag from a Webcare message?
Yes. Click the tag icon below the message and start typing to see matching tag suggestions.
Do tags automatically classify messages?
No. Tags must still be applied manually by users.
Are Campaign tags part of this tagging workflow?
No. Campaign tags in Publishing follow a separate workflow. You can learn more in this article: How do I use campaign tags?