Tags & Category Behavior

Tags help community teams to organize and curate the customer generated content. This article goes into detail about the behavior of categories, private tags, and public tags.

Topics Covered:

 

Categories

  • Categories were previously known as “Product & Services tags,” and older versions of the application may reflect this terminology
  • Must be created in the Configure workspace prior to use
  • Categories can be added to a conversation by the original author during the conversation creation flow
  • An email notification is not sent when a category is added to a conversation
  • Categories can be added or removed to existing conversations by employees using Manage Workspace
  • Categories are visible to any user viewing a conversation
  • Categories have their own landing pages
  • The category page provides a filtered list of topics in your community based on the category
  • The category page has a distinct URL
  • New conversations can be created directly from the category page
  • Users can follow categories and receive email notifications when new conversations are posted with the category attached
  • Conversations can be filtered by category in Manage Workspace
  • Engage widgets can be filtered by a category tags
  • The Facebook application can be filtered by a category tag

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Private Tags

  • Private tags are only visible in Manage Workspace
  • Private tags can be added to a conversation from Manage Workspace
  • Only one private tag can be added to each conversation
  • Manage Workspace views can be filtered by private tags
  • Engage widgets can be filtered by private tags
  • Private tags can be managed from the Configure Workspace
  • An email notification is not sent when a private tag is added to a conversation

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Public Tags

  • Can be added via Manage Workspace
  • Visible to community members on the legacy community application
  • Not visible to community members on the new community application
  • Useful for adding keyword variations to conversations

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