# Categorizing Conversations and Generating Reports

Published 2025-04-29

> By categorizing conversations using tags and generating reports, you can track and analyze user issues. Instructions Step 1. Create a conversation category Go to Settings . Click on the Tag menu. Select a conversation ty

By categorizing conversations using tags and generating reports, you can track and analyze user issues.

### **Instructions**

**Step 1. Create a conversation category**

-   Go to **Settings**.
-   Click on the **Tag** menu.
-   Select a **conversation type**.
-   Click the **Add tag** button.
-   In the **Name** field, type the name of the category.
-   Click the **Save** button to save.

**Step 2. Select a category for the conversation**

-   Go to **Team Inbox**.
-   Click on **No tag**.
-   Select the category you created.

**Step 3. Generate reports by conversation category**

-   Go to the **Insight** menu.
-   Click the **Add chart** button.
-   In the **Service** section, select **Inbox**.
-   In the **Chart Template** section, select **Total conversation count**.
-   In the **Select dimension** section, select **Tag**.
-   In the **Chart type** section, select **Table**.
-   Click the **Save** button to save.  
     

**Illustrated instructions**

**1\. Create a conversation category**

1.  Go to **Settings**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io/RXkZYanFUkV9DaqiV3OeJerxesund.png)
2.  Click on the **Tag menu**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FTCgmsnVc3RR0a6Y40zjVjtagsettings.png)
3.  Select **a conversation type.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FCCs1g3lfugGGf7AVYGu3Ftagconversation.png)
4.  Click the **Add tag button.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2Fn9uAtcMfr0jJQNeLqq5MZtagaddtag.png)
5.  **In the Name** field, type the name of the category.
6.  Click the **Save button to save.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FQWyKwkUjE1FT81cKwcfvXtagadd.png)

**2\. Select a category for the conversation**

1.  Go to **Team Inbox**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FRJrV5TugwUHnWb2231nSMtaginboxchose.png)
2.  Click on **No tag.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2F6AEDhpKSnF2acwhodAxAFinboxnotag.png)
3.  **Select the category** you created.  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2Fj4r7uL0udHY7EUJULLD4winboxtaglah.png)

**3\. Generate reports by conversation category**

1.  Go to the **Insight menu**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FkrgB3wb3xX93zGxMDjmBUtaginsight.png)
2.  Click the **Add chart button.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FehIhziEgiEDUNqCXvjpNOtagaddchart.png)
3.  **In the Service** section, select **Inbox .**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FzkVHgq32YV4is4Z4IsnPwtagchoseinbox.png)
4.  **In the Chart Template** section, select **Total conversation count .**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FD1V52eAckCBLtEHpqHhv3tagchosecount.png)
5.  **In the Select dimension** section , select **Tag .**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FzJ2ksPnoj47VJJGCVvagztagchosedimention.png)
6.  **In the Chart type** section , select **Table .**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FavzNfN0lu8Wy1fYLxmKSDtagchosetable.png)

Click the **Save button to save.**  
![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FHVzT5FQHKLm0BIijYd4VRtaginsightsave.png)![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FNkxgtbeCuGjRYqYSnf4m7taglastinsight.png)