To automatically tag conversations from a specific channel in Papo (https://papo.global/), you can create an automation rule with the trigger “New conversation”, the condition “Channel is equal to”, and the action “Add tag”. This setup eliminates the need to manually categorize each incoming message, ensuring that all conversations from that channel are organized from the very first moment.
Summary: manual tagging vs. automation rule
| Method | How it works | When to use |
|---|---|---|
| Manual tagging | An agent opens each conversation and applies the desired tag. | Very low volume or when the decision depends on case-by-case human analysis. |
| Automation rule | The system detects a new conversation, checks the source channel, and applies the tag automatically. | Operations with medium to high volume, multiple channels, or the need for fast, consistent categorization. |
How the tagging rule by channel works
The rule uses Papo's Automation module, which works with "if-then" logic. You define a trigger (the event that fires the rule), a condition (the filter the conversation must meet), and an action (what the system executes). In the case of tagging by channel:
- Trigger: "New conversation" — the rule is fired whenever a new conversation is created on the platform.
- Condition: "Source inbox is equal to" — you select the desired channel (e.g., WhatsApp Sales, Instagram, Customer Service Email).
- Action: "Add tag" — you choose the tag that will be applied automatically.
You can combine multiple conditions (such as time or message content) and even add more than one action (for example, tag and assign to a team at the same time).
Step-by-step to create the rule
1. Access the Automation module
In the Papo panel, go to Settings and click Automation. This is the hub where you manage all rules that automate service actions.
2. Start a new rule
Click the button to add a new rule. Give it a descriptive name, such as “Tag Instagram conversations as ‘Social’”. This makes it easier to identify and adjust later.
3. Set the “New conversation” trigger
Choose the event that fires the automation. To tag as soon as the conversation arrives, select the trigger related to new conversation created (or "New conversation").
4. Configure the channel condition
Add a condition to filter by channel. Select the Source inbox option (or equivalent) and set the operator to "is equal to". Then choose the desired channel from the list of available inboxes (e.g., “WhatsApp Support”, “Instagram”, “Sales Email”).
You can add other conditions, such as an existing tag or keywords in the first message, to further refine when the rule should act.
5. Choose the “Add tag” action
In the actions section, select Add tag. Then choose the tag that will be applied. If the tag does not exist yet, you can create it on the spot or use one already registered in the account.
If desired, add extra actions, such as “Assign to a team” or “Send automatic message”.
6. Save and activate the rule
Review the settings, save, and make sure the rule is active. From that moment on, every new conversation that arrives through the defined channel will automatically receive the configured tag.
Who this automation is for
- Teams operating multiple channels: if you serve customers via WhatsApp, Instagram, email, and chat, you can create a rule for each channel, tagging conversations with the source (e.g., “WhatsApp”, “Instagram”, “Email”) and making organization and reporting easier.
- Operations that need quick triage: the automatically applied tag can be used by other rules or flows to route service, prioritize, or trigger automatic responses.
- Companies that use tags to analyze volume by channel: with tags, you can filter reports and understand the volume of each channel without manual work.
Frequently asked questions
Can I add more than one tag in the same rule?
Yes. In the actions section, you can include multiple “Add tag” actions, each with a different tag. This way, an Instagram conversation can receive the “Social” and “Lead” tags at the same time.
Does the rule work for conversations already in progress?
No. Automation rules are applied only to new conversations that arrive in the inbox. To tag old conversations, use manual tag application in the conversation panel.
Do I need to create the tag before setting up the rule?
Not necessarily. While creating the rule, when you select the “Add tag” action, you can choose an existing tag or create a new one on the spot. The system allows you to create the tag directly in the configuration flow.
Can I combine the channel condition with other conditions?
Yes. You can add extra conditions, such as “the message contains the word X” or “the contact has the tag Y”. The rule will only run if all conditions are met at the same time.
What happens if the conversation already has the tag applied?
The tag is added without duplicating. If the conversation already has the tag, the system keeps the existing one and does not create a second identical one. The tag history remains organized.
Can I create different rules for each channel?
Yes. Create one rule for each channel, defining the corresponding inbox condition and the tagging action with the desired channel name or category. This allows granular organization of your service.
See also
- How to create a rule to automatically archive inactive conversations
- How to set up rules to automatically assign conversations from a specific channel to a team
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