Tags are a really handy way for your agents to summarise some key points of interest from each interaction. For example, a really simple one to use would be “Pre-Purchase” or “Post-Purchase” to identify whether the customer was using the chat for after-care or for help with their decision making. You can review which Tags have been applied via your Interaction Logs. If you use AI Auto Tagging, your tags also inform how the AI categorises interactions — making it worth thinking carefully about both the tag name and description.
Once you’ve created your Tags… Take a look at our AI Auto Tagging Tools.
🛠️ How to set up Tags
Step 1: Open your Tags list
Select Settings → Tags → Create Tag.
Step 2: Create a new Tag
- Give your tag a name.
- Add a Description (optional). If you use AI Auto Tagging, this is worth filling in — the description is added to the AI prompt, giving it context on when to apply the tag. The more specific you are, the more accurately the AI will tag.
- Using the arrow buttons in the centre, select which of your queues the new tag should be available on
- Save with Create Tag button
Step 3: Edit your Existing Tags
- From your Tag List, click on the … menu to the right of your chosen Tag.
- From here you have the option to Edit, Delete or Hide your tag from the list the agents see.
