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Conversation stars

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What are stars?

Stars allow you to add visual markers to conversations, making it easier to organize, prioritize, and add context at a glance. Each star includes an icon, a name, and a color, and is displayed next to the conversation subject for quick recognition.

Star can be applied to conversations manually by the user or automatically using triggers.

You can choose from a set of predefined star icons to match your use case and your team’s workflow.

You can also search and filter conversations by star to quickly view all conversations marked with the same one.

Usage examples

Note: The examples below are simply ideas to help spark how you might use Stars in your workflow. Feel free to choose different stars from the library and rename them to better fit your team’s processes. These suggestions are just a starting point for inspiration.
Mark conversations where the customer is waiting on a callback.
Flag complex or unresolved cases that need escalation to Tier 2.
Identify conversations related to order fulfillment or delivery.
Tag cases involving customer travel plans or logistics.
Mark conversations related to cloud infrastructure or hosting problems.
Administrators can manage the list of stars available to users in your workspace. See Managing Stars for more information.

Starring conversations

  1. Open the conversation details or select the conversation from the list.
  2. Click the Star icon in the toolbar, or press S (The keyboard shortcut for starring).
    Star the conversation
  3. Select the star you want to set to the conversation.
  4. Once set, the star will appear next to the conversation subject.
    5. Star displayed within the conversation details

Removing a star from a conversation

  1. Open the conversation details or select the conversation from the list.
  2. Click the Star icon in the toolbar, or press S (keyboard shortcut).
  3. Select Clear star to remove the current star from the conversation.
    4. Remove star from a conversation
  4. The star will no longer appear next to the conversation.

Starring conversations using triggers

Triggers are a set of user defined rules that help you automate your work that can also be used to automatically star conversations. See Starring conversations using triggers for more information.

Viewing conversations by star

To view conversations by star:

  1. Click the More menu in the toolbar.
  2. Select Search By Star, or press q then s (keyboard shortcut).
  3. Choose the star you want to view.
    4. View conversations by star
  4. Only conversations with that star will be displayed.
  5. To return to the regular view, switch to any other view such as My Inbox.
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