Managing Tags in Chat Conversation

Chat tags are labels that agents can attach to conversations for efficient categorization, filtering, and automation. Depending on their permissions, agents can add, create, or remove tags. Admins can manage these tags to streamline conversation handling.

Adding an Existing Chat Tag to a Conversation

To add a chat tag, follow these steps:

1. Open the chat conversation.
2. Click on the Tags option in the conversation details page.
3. Select an existing tag from the available list.
4. Click the Save icon to apply the changes.

Creating and Adding a New Chat Tag to a Conversation

To create and a new chat tag, follow these steps:

1. Open the chat conversation.
2. Click on the Tags option in the conversation details page.
3. Enter a new tag name in the input field.
4. Press Enter or select the newly created tag (e.g., new tag - (New)) from the list to save it.

Removing a Tag from a Conversation

To remove a chat tag, follow these steps:

1. Open the chat conversation.
2. Click on the Tags option in the conversation details page.
3. Click the Remove (X) icon next to the tag you want to delete.
4. Press Enter or click the Save icon to confirm the change.

By effectively using chat tags, agents can improve workflow efficiency, making it easier to categorize, track, and automate conversations.

See also

• Admin Guide: How to Manage Chat Tags