Tags are defined by administrators but used by agents or chatbots to label and categorize conversations.
To create a new tag:
- Go to Conversations > Settings and select the Tags tab.
- Click the plus button
at the top right. The New tag pop up appears.
- Give your tag a name.
- Select a colour for your tag. This will make it easier to distinguish it from other tags.
- Click CREATE. Your new tag is now available in the Tags table.
You can make it mandatory for agents to add at least one tag to a conversation before ending it. To enable this, turn on the Tags are mandatory when ending conversations switch just above the table on the Tags page.
See also:
