You can use tags to add category and topic labels to your chats, such as
followup. Tagging chats makes it easier to analyze chat traffic, and helps you search and filter your transcript archive.
Add a tag to a chat
During a conversation, type !tag, followed by a space, then whatever word or short phrase you’d like, for example
The tag appears in the agent view of the chat, but your visitor won’t see it.
Tip: Add tags when they’re fresh on your mind. You can’t add a tag after the chat has ended.
You can tag anything you’d like! There’s no predefined list or anything to set up. The only rules are:
Your message should start with
!tag- in other words, don’t put a tag in the middle or end of a sentence.
Tags cannot contain spaces. Instead, put a
Filtering transcripts by tag
This example chat has now been tagged with “refund”. If you’d like to see your transcripts filtered by a certain tag, use the Tags dropdown menu on your Transcripts page.
Adding multiple tags
You can add tags in successive messages, or save a tag or even a group of tags as a Shortcut to summon quickly in chat.
Add other information to a chats
In addition to Tags, you can capture more information about visitors and chats, check out these related articles: