Organizing conversations

ConnectWiz gives your team four tools to keep a busy inbox under control: departments, tags, internal notes and saved replies. All four belong to your workspace and are never visible to another.

This page covers the organizing tools. For the threads themselves — statuses, assignment, messages and read receipts — see Conversations & statuses.

Departments

A department is a routing group — for example Sales, Billing or Support. You can assign a conversation to a department so the right team picks it up.

• Administrators and supervisors create, rename and delete departments.
• Agents can see the department list and pick one when handling a conversation, but cannot manage the list itself.
• A department has a name, an optional colour and an optional image.

Tags

A tag is a lightweight label you apply to a conversation — VIP, Refund, Bug report, and so on. A conversation can carry any number of tags.

• Tag names are unique within your workspace.
• You can mark a tag as starred to pin it to the top of the list.
• Administrators and supervisors manage the tag vocabulary; agents apply existing tags to the conversations they handle.

Attaching the same tag twice has no effect — it is already there.

Internal notes

An internal note is a private message attached to a conversation that only your team can see. Use it to leave context for a colleague ("customer already refunded once") without the contact ever seeing it.

• Notes are append-only: once written they are not edited.
• Anyone who can work the conversation can add a note.
• You can delete your own note. Supervisors and administrators can delete any note.

Saved replies

A saved reply is a reusable canned response — a greeting, a refund policy, troubleshooting steps. Agents insert them into a conversation to answer common questions quickly.

• Each saved reply has a name and a body, plus optional attachments.
• Names are unique within your workspace.
• Administrators and supervisors curate the library; agents use the replies when chatting.

Who can do what

Action	Agent	Supervisor	Admin
View departments / tags / replies	✅	✅	✅
Manage departments / tags / replies	—	✅	✅
Apply / remove a tag on a conversation	✅ (own)	✅	✅
Add an internal note	✅	✅	✅
Delete any internal note	own only	✅	✅