# Templates and tags

EARLY ACCESS

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Use **templates** and **tags** to improve agent efficiency, ensure consistent communication, and categorize conversations for better workflow management. Templates help agents reply faster to common questions, while tags allow you to organize conversations by topics, intents, or business logic.

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## Templates

[Templates](https://www.infobip.com/docs/inbox/inbox-settings/productivity#templates) are predefined replies that agents can use to quickly respond to common questions. They help reduce the effort required to handle repetitive queries.

There are two types of templates:

1. [User-defined templates](https://www.infobip.com/docs/inbox/inbox-settings/productivity#create-templates-templates)
2. [WhatsApp pre-registered templates](https://www.infobip.com/docs/inbox/inbox-settings/productivity#whatsapp-preregistered-templates-templates), which require an approval process

Use the following API methods to manage templates:

- [Get template](https://www.infobip.com/docs/api/customer-engagement/conversations/templates/get-template)
- [Get templates](https://www.infobip.com/docs/api/customer-engagement/conversations/templates/get-templates)

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## Tags

[Tags](https://www.infobip.com/docs/inbox/inbox-settings/service-quality#tags) can be assigned to any conversation to categorize it by topic, intent, priority, or workflow stage.

You can create tags manually using the Create tag method, or automatically through journey automation when a conversation is transferred to agents.

Additionally, you can use Get tags to retrieve a paginated and filterable list of tags, and Delete tags to remove them when needed.

Common use cases include:

- Grouping similar cases
- Marking VIP customers
- Routing conversations
- Flagging conversations for review or training

### Duplicated tags [#duplicated-tags-tags]

If you attempt to create a tag that already exists, the system returns:

"STATUSCODE": "ERROR",  
"MESSAGE": "TAG ALREADY EXISTS"

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