- Go to the Settings → Response templates and tags section.
- Click on the icon
. - Activate one or two switches:
- Tag required for incoming threads: if the agent or supervisor has at least one tag available, they are required to assign a tag in order to complete the incoming thread.
- Tag required for outgoing threads: if the agent or supervisor has at least one tag available, they are required to assign a tag to the thread in order to send an outgoing message.
After that, tagging will be required when working with incoming or outgoing threads, depending on which switches are active.
This setting doesn’t apply to automatic thread completion.