Tags are keywords that you can assign across all channels in Swat.io to categorize content and make filtering, reporting and assigning easier. Link posts, tickets, individual comments or social media users with tags to organize them quickly - for example by reply priority, topic or simply for a more targeted search.
Info: Tags are available in Swat.io from the Medium plan onwards and are applied across all individual areas of Swat.io. Details on our plans can be found here.
Publisher
Adding tags to posts
Tags in posts help you structure your Publisher content by topic and to evaluate it in Insights. You can assign tags in the following ways:
In the calendar overview: Select one or more posts with a click and choose an existing tag from the top menu bar. Alternatively you can assign a new one.
In Composer: There you can add a tag to any open post directly via the tag icon in the top menu bar.
In Campaigns & Events: From our Large plan onwards, you can link campaigns & events directly with one or more tags. When you link tags to a campaign, all associated posts automatically receive the same tags. When you remove linked tags from a campaign, they are also automatically removed from the associated posts.
Inbox
Tagging tickets
Tags give you the ability to categorize every ticket in the Inbox - for example by topic, campaign or priority. You can assign tags in the following ways:
In the ticket overview: Select one or more tickets and choose an existing tag from the top menu bar. Alternatively create a new one.
In an open ticket there are two options: Via the tags-button in the top menu bar or via the tags-entry with then pen-icon in the upper right of the ticket details - directly above the activity log. All tags already assigned to the ticket are visible there.
Tagging individual comments
You can also tag individual comments directly - in the thread view and in the list view of a ticket. This also applies to the comments-view, which is available in Swat.io from the Large plan onwards. This allows you to categorize specific comments and messages from social media users:
Click the tag icon directly to the right of the relevant comment;
Select an existing tag or create a new one and confirm by pressing "return".
Quick Tip: In the comments-view, available from the Large plan onwards, you can also select multiple comments at once to assign tags to more than one comment simultaneously.
Assigning tags to users
Social media users can be tagged in order to segment them for example by customer group, participation in an event or relevance to your team.
Hover over the desired user name and open the respective user's profile.
Click on the tags entry with pencil icon in the upper right of the user details. Any previously assigned tags are also visible there. Select an existing tag or create a new one.
Note: If the "predefined tags option" is enabled in the tag manager, only people with workspace manager permissions can create new tags in the tag manager. Existing tags can still be assigned and removed by all team members.
Tag Manager
In the tag-manager you can centrally manage all tags within a workspace: You may create, rename, delete and merge tags. Full details can be found in our dedicated help center article.
Tags in Insights
In our Instant Analytics you can directly analyze the performance of your tagged content - for example which topics or campaigns perform particularly well, how often a tag has been assigned and how individual tags develop over time.
All details can be found in the article: Tags: Metrics & Analysis.