Add & Remove Tag

Enhance your chat management with the power of tagging. Use tags to efficiently organise user preferences, streamline communication, and make informed decisions. Whether you're tracking interest in travel destinations or managing customer interactions, tagging provides a versatile tool to optimise your workflow.

Tags are a useful tool for identifying and organising chat information, enabling you to make well-informed decisions.

Imagine you have a flow where users are asked if they're interested in travelling to Europe or Asia. You can tag users based on their responses.

This guide will explore the following actions available with Tags.

• How to create a tag.

• Using tags in a flow.

• Viewing tags in Live Chat.

Creating a Tag

To create or delete a tag, click on 'Contents' and select 'Tags'. Use this window to manage your tags. Click the 'New Tag' button to proceed.

Create a tag named 'asia_lead' for users who choose Asia as their tour destination. Similarly, create a 'europ_lead' tag for those selecting Europe.

You can delete tags using the option on the far right of the grid.

Using Tags in a Flow Navigate to 'Flow', select 'Basic Action', and then choose 'Add Tag'.

Select the appropriate tag for users who choose Europe as their holiday destination, and do the same for those selecting Asia.

Viewing Tags in Live Chat Run the flow and observe its effects in the Live Chat section. Chat agents can view user tags and manually add or remove them as needed.

Removing a Tag Tags can be removed using the 'Basic Action' option. For example, if a user is not interested in speaking with a chat representative, you can remove their tags.

We added a primary action that, when triggered by a button, removes the tags previously assigned in the chat.

Adding Multiple Tags This feature allows you to add several tags at once. When a user selects a destination like Europe or Asia, you can apply multiple tags. Simply go to 'Basic Action' and select 'Add Multiple Tags'.

You can choose from existing tags in the 'Contents' section.

Removing Multiple Tags This option enables the removal of several tags simultaneously. If a user indicates they are not interested in the chat by pressing a button, you can remove their tags using the 'Remove Multiple Tags' option.