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.

Options are available to

• Create a tag
• Rename a tag
• Remove a tag

Viewing the Chat Tags List

To view and manage chat tags:

1. Navigate to: Admin > Chat Tab > Tags.
2. The list displays all chat tags along with their usage count.
3. Tags are displayed at the organization level, regardless of individual conversations.
4. Users can create new tags, which will be listed in the Admin module.
5. 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:

1. Navigate to: Admin > Chat Tab > Tags.
2. Click on the Create Tag button.
3. In the Tag Name field, enter the name for the new tag.
4. 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:

1. Navigate to: Admin > Chat Tab > Tags.
2. Click the Edit button for the tag you wish to rename.
3. Rename the existing chat tag name.
4. Click Update to apply changes.

Deleting a Chat Tag

To delete a chat tag, follow these steps:

1. Navigate to: Admin > Chat Tab > Tags.
2. Select the Delete option for the chat tag you want to remove.
3. Confirm the deletion in the confirmation prompt.

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

1. Agents can add existing tags to chat conversation if they have edit other fields permission.

2. Agents can create new tag and add to chat conversation if they have create tag permission.

3. Agents can remove tag, if they have remove tag permission.

See also

• Agent Guide: Managing Tags in Chat Conversation