How to Manage Chat Tags
Chat Tags are labels that can be attached to conversations. Chat Tags are a powerful feature that can be used for categorization, filtering, or automation. In the Admin center, there is a module available to manage chat tags.
Note: The tagging feature is only available in the Agent Portal. It can be used only by Agents, not by customers.
Options are available to
- Create a tag
- Rename a tag
- Remove a tag
Viewing the Chat Tags List
To view and manage chat tags:
- Navigate to: Admin > Chat Tab > Tags.
- The list displays all chat tags along with their usage count.
- Tags are displayed at the organization level, regardless of individual conversations.
- Users can create new tags, which will be listed in the Admin module.
- The table provides the number of conversations associated with each tag.
Adding a New Chat Tag
To create a new chat tag, follow these steps:
- Navigate to: Admin > Chat Tab > Tags.
- Click on the Create Tag button.
- In the Tag Name field, enter the name for the new tag.
- Click Create to add the tag.
Renaming a Chat Tag
The edit option allows you to change the name of the chat tag. To rename a existing chat tag, follow these steps:
- Navigate to: Admin > Chat Tab > Tags.
- Click the Edit button for the tag you wish to rename.
- Rename the existing chat tag name.
- Click Update to apply changes.
Note: The updated name will automatically reflect in both the admin chat tags list and the conversation detail page.
Deleting a Chat Tag
To delete a chat tag, follow these steps:
- Navigate to: Admin > Chat Tab > Tags.
- Select the Delete option for the chat tag you want to remove.
- Confirm the deletion in the confirmation prompt.
Note: Deleting a chat tag will completely remove the tag from the associated conversations.
Permissions Required to Manage Chat Tags (Admin)
To accessing the Tags module, an agent must have a role with Manage Tags permission enabled.
Permissions Required to Manage Chat Tags in Conversations
- Agents can add existing tags to chat conversation if they have edit other fields permission.
- Agents can create new tag and add to chat conversation if they have create tag permission.
- Agents can remove tag, if they have remove tag permission.