Data, Tags, Statuses, and Macros
Woes gives teams configurable data tools for organizing support work and replying consistently.
Custom Fields
Custom fields define structured customer context. Supported field types include:
- Text.
- Number.
- Decimal.
- Select.
- Multi-select.
- Boolean.
- Date.
- URL.
Values can be entered manually or suggested by AI. Manual values are not overwritten by AI suggestions.
Tags are lightweight labels with name, scope, color, and optional description.
Use tags for:
- Issue grouping.
- Account labels.
- Workflow routing.
- Automation conditions.
- Quick visual scanning.
Managed tag scopes include issue tags and account-oriented labels. Issue tags
render as colored chips in Inbox and Issues. If a historical record contains a
tag id that no longer has a managed definition, Woes still shows it with a
neutral fallback so the record does not lose context.
Statuses and Priorities
Statuses and priority labels determine how operators see lifecycle state in Inbox and Issues.
Keep status labels operational and easy to scan. Avoid creating too many near-duplicate states.
Macros
Macros are reusable operator replies and optional ticket actions.
Macros can:
- Insert reply text.
- Apply tags.
- Set conversation status.
- Record usage for analytics.
Enabled macros appear in the Inbox composer. Applying a macro appends its reply
text to the conversation draft, applies configured issue tags or status changes
where supported, and records usage for analytics. Macro usage appears in the
Workforce analytics dashboard.
Use macros for repeatable operator language, not for hiding product uncertainty. If the same answer is needed often, also add it to API context.
