Tagging Users and Chats

Tags help you categorize and organize users and conversations for easier filtering, reporting, and follow-up.

Convrs provides two types of tags:

• User Tags - Applied to customers to indicate attributes like "VIP", "Lead", or "Returning Customer". User tags persist across all conversations with that customer.
• Chat Tags - Applied to individual conversations to categorize topics like "Support Request", "Sales Inquiry", or "Complaint". Chat tags are specific to a single conversation.

Once tags are applied, you can filter your chat lists, user lists, and reports to quickly find relevant conversations or customers.

Permission Required

Adding and removing tags requires the TagAddRemove permission. If you don't have this permission, you can still see existing tags but cannot modify them.

Understanding the Difference

Choosing the right tag type is important for effective organization.

When to Use User Tags

User tags describe characteristics or attributes of the customer that remain relevant across all their interactions:

• Customer status: "VIP", "Premium", "Enterprise"
• Sales stage: "Lead", "Prospect", "Customer"
• Demographics: "English Speaker", "Spanish Speaker"
• Account type: "Free Trial", "Paid", "Partner"

User tags follow the customer across all their conversations and appear in user search results and reports.

When to Use Chat Tags

Chat tags describe the topic or nature of a specific conversation:

• Issue type: "Technical Support", "Billing Question", "Feature Request"
• Urgency: "Urgent", "Follow-up Required"
• Outcome: "Resolved", "Escalated", "Pending Response"
• Campaign: "Summer Sale", "Product Launch"

Chat tags are specific to individual conversations. A single customer may have different tags on different chats depending on what each conversation was about.

Tagging Users

User tags can be added from multiple locations where customer information is displayed.

Add a Tag to a User

Apply a tag to a customer to categorize them for filtering and reporting.

Steps:

1. Locate the user's tag area - this appears in the User Details Panel (right side of Agent Chat), the Users screen, or chat list views.
2. Click the + (plus) icon next to the user's existing tags.
3. A dropdown appears showing two tabs: Available Tags and Tag History.
4. On the Available Tags tab, hover over any tag to see its description.
5. Click a tag to add it to the user.
6. The tag immediately appears as a colored badge next to the user's name.
7. Click Close or click outside the dropdown to dismiss it.

Result: The tag is applied to the user and will appear wherever the user's information is displayed. The tag also becomes available for filtering in user lists and reports.

Remove a Tag from a User

Remove a tag that is no longer relevant to a customer.

Steps:

1. Locate the user's tag area where existing tags are displayed.
2. Click directly on the tag badge you want to remove.

Result: The tag is immediately removed from the user. The action is recorded in the Tag History for audit purposes.

View User Tag History

See a complete audit trail of when tags were added or removed from a user.

Steps:

1. Click the + (plus) icon next to the user's tags to open the tag dropdown.
2. Click the Tag History tab.
3. View the history table showing all tag changes.

Tagging Chats

Chat tags categorize individual conversations and can be added during or after a chat.

Add a Tag to a Chat

Apply a tag to a conversation to categorize it by topic or status.

Steps:

1. Open the chat you want to tag in Agent Chat.
2. In the User Details Panel (right side), locate the Chat Tags section.
3. Click the + (plus) icon to open the tag dropdown.
4. On the Available Tags tab, hover over tags to see descriptions.
5. Click a tag to add it to the conversation.
6. Click Close to dismiss the dropdown.

Result: The tag appears on the chat and will be visible in the All Chats view, chat history, and reports.

Remove a Tag from a Chat

Remove a tag from a conversation that no longer applies.

Steps:

1. Locate the chat's tag area where existing tags are displayed.
2. Click directly on the tag badge you want to remove.

Result: The tag is immediately removed from the chat and recorded in the Tag History.

View Chat Tag History

See when tags were added or removed from a conversation.

Steps:

1. Click the + (plus) icon next to the chat's tags to open the tag dropdown.
2. Click the Tag History tab.
3. View the history table showing all tag changes for this conversation.

Using Tags for Filtering

Once tags are applied, you can use them to quickly find specific users or conversations.

Filter Open Chats by User Tag

Show only chats from users with specific tags.

Steps:

1. In Agent Chat, click the Filter icon (funnel) in the chat list header.
2. Select one or more user tags from the dropdown.
3. Only chats from users with matching tags will be displayed.
4. Clear the filter to show all chats again.

Search Users by Tag

Find all users with a specific tag.

Steps:

1. Navigate to the Users screen.
2. Use the tag filter to select the tags you want to find.
3. The list updates to show only users with the selected tags.

Best Practices

Follow these guidelines for effective tag management.

Consistent Tagging

• Tag during the conversation - Apply tags while context is fresh rather than trying to categorize later.
• Follow team guidelines - Use tags consistently with your team to ensure filters and reports are accurate.
• Don't over-tag - Apply only the most relevant tags. Too many tags can make filtering less useful.
• Update when status changes - Remove tags that no longer apply and add new ones as the situation evolves.

Tag Organization

• User tags for attributes - Use user tags for long-term customer characteristics.
• Chat tags for topics - Use chat tags for conversation-specific categorization.
• Color coding - Work with your administrator to establish meaningful color schemes (e.g., red for urgent, green for resolved).

Related Topics

• Tag Management
• Agent Chat
• Users
• All Chats