Tags

An inbox full of "question about my order" is hard to work. A tag is a label you can filter on, so returns, payment problems, and complaints are separate queues. Each group has its own tags. A new group starts with none. Open Tags under the group to add them.

The numbers on a tag are how many conversations are still open, then how many were tagged this month. Open in Inbox shows only that queue.

Why automatic is different from manual

Use manual when a person should decide. "VIP" or "waiting on the warehouse" is a judgment. Cusu will not apply it. You attach it on the conversation.

Use auto when the customer's own words are enough. Turn Automation to auto and fill When to assign. "Customer is swearing or aggressive" works. "Something is wrong" will mark almost everything, so be specific.

Cusu reads the latest customer message and adds the tag only when it clearly matches. It does not invent labels, and it does not take a tag off. You can still add or remove an automatic tag by hand. Deleting the tag itself is permanent.

Why color matters

Color is how you tell two tags apart without reading them. Pick a swatch, or a custom color, when you create the tag. The same color is the dot in the sidebar and the mark on the conversation. Red for an angry customer and blue for shipping means a glance is enough when several tags sit on one thread. Similar colors hide the difference you wanted.

Why you pin some of them

Pin a tag when you open that queue every day. On the tag, choose Pin to Inbox. It appears under Inbox in the sidebar, with the color and the open count, next to All. One click, no filter.

Unpin from Inbox removes the shortcut only. The tag stays on the conversations. Pin the few you watch. If you pin everything, the sidebar is just a second inbox.