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 an 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 access 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 conversations if they have edit other fields permission.

   

2. Agents can create new tags and add them to chat conversations if they have create tag permission.

   

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

   

Frequently Asked Questions (FAQs)

1) What are Chat Tags in BoldDesk, and who can use them?
Chat Tags are labels you attach to conversations for categorization, filtering, or automation. The tagging feature is available only in the Agent Portal—agents can use it; customers cannot.

2) Where do I manage Chat Tags in BoldDesk, and what information is shown?
Go to Admin → Chat Tab → Tags. You’ll see an organization‑level list of all tags and a usage count showing how many conversations use each tag. From here you can create, rename, or delete tags.

3) How do I create a new Chat Tag?

1. Navigate to Admin → Chat Tab → Tags.
2. Click Create Tag, enter the Tag Name, then click Create.

4) How do I delete a Chat Tag, and what happens after deletion?

1. Go to Admin → Chat Tab → Tags, choose Delete for the tag, and confirm.
2. After deletion, the tag is completely removed from all associated conversations.

Related Article

Agent Guide: Managing Tags in Chat Conversation