Tag Management

To access the Tag Management screen you'll need to have access to the TagManagement permission. Tags are used to segment your users and chats into groups, which can then be used in filters and reports. It is important to note that different set of tags are used for users and chats and need to be set up separately. This is to support the full lifecycle journey of a user as they can have many separate chats over time. Once tags have been set up they can be manually added to users (or via the API) and manually added to chats. 

Properties of a Tag

Each tag has a sort name, optional description, and an optional colour. The description of the tag will be shown when the agent hovers over the tag, which is helpful when understanding what the meaning of the tag is. If a colour of the tag has been set, the tag will be rendered in that colour. Text is always rendered as white when a colour is used. All these properties can be changed after creation. 

Deleting a tag

When you want to delete a tag, click on the trash can icon. When you delete a tag it will also be deleted from all users (or chats) that it is associated to. depending on the number of users/chats, this can take sometime. This operation can not be undone, so should only be used if the meaning behind the tag isn't needed any more.