What is this feature and why you should use it.
When completing and closing an interaction, you can set the ability for an agent to add a tag against the interaction. This is useful when referring back to previous interactions or reporting on data. 

Who can use this feature?

Table of Contents  

• Instructions to Set up Tags [5 Minutes]
  • Step 1: Access the template list view
  • Step 2: Navigate to the Tag settings page
  • Step 3: Create Tags
• How to set a tag against an interaction as an agent [3 Minutes]
  • Step 1: Finish an interaction
  • Step 2: Set a Tag against the interaction

What will you learn from this article? 

1. How to set up tags for your agents

2. How agents can use tags

Instructions to Set up Tags [5 Minutes]

This section will explain how to set up tags for your agents. 

Step 1: Access the template list view

• Log into the Talkative platform using one of the following URL's:
  • EU Login
  • US Login
  • AU Login 

Step 2: Navigate to the Tag settings page

• On the left hand side, click the 'Settings' tab
  
  
• Then click 'Tags'
  

Step 3: Create Tags

• At the top right of the page, click 'Create Tag'
• Give the Tag a name (agents will see this)
• Then select what queues the tag should be associated with
  
• Click 'Create Tag'

Repeat these steps as many times as needed to add multiple tags

How to set a tag against an interaction as an agent [3 Minutes]

Step 1: Finish an interaction

• When an interaction has been completed, an agent can click the 'X' at the top right of the page to mark the interaction as complete.
  

Step 2: Set a Tag against the interaction

• Once the interaction has been set for completion a window will appear for the agent asking them to complete any post interaction tasks.
• On this window, at the top there is a dropdown. Using this drop down, the agent can select any tags that they deem to be relevant.
  
• Once the tags have been selected, click confirm to complete the interaction.