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How to Add Tags to Chat & Tickets

Tags can be applied to chats, chat transcripts, and tickets. You can categorize chat transcripts and tickets according to the tags to see what kind of queries or issues your customers are facing the most.

This article highlights the following points:

Creating a New Tag

To create new tags:

Step 1: Navigate to the Settings tab on the top navigation bar.
Step 2: From the left menu, go to Advanced > Tags.
Step 3: Enter a tag name in the field provided and click Add.

Note: Once created, the tags will be available to use across chats, transcripts, and tickets.

Attaching a Tag to an Ongoing Chat

Once tags are created, here’s how to attach them to a live chat:

Step 1: In the operator chat window, locate the option Add Tag near the bottom-left corner and click it.

Step 2: You'll see your added tags here. Simply click on the required tag to add it to the chat.

The added tag appears like this at the bottom of the chat window.

Note: You can add a maximum of 10 tags to a single chat.

Removing an attached tag:

Removing a tag from a chat is extremely simple. Just click on the attached tag, and it is removed from the chat.

Attaching a tag to a chat transcript:

Step 1: Go to Transcripts and click the magnifying glass icon to view a chat transcript.

Step 2: Click +Add Tag.

Step 3: Select the appropriate tag from the list of tags you created earlier and go back to the Visitor Chat Transcript screen.

Step 4: Back on the Visitor Chat Transcripts screen, click on the required tag according to which you want to sort the transcripts.

Attaching a tag to a ticket:

Just like you can attach a tag to a chat transcript, you can attach a tag to a ticket as well.

Step 1: Go to Tickets and select a ticket to which you want to attach a tag.

Step 2: Click +Add Tag to add a tag to the ticket.

That’s all! You’re now ready to create and manage tags across chats, transcripts, and tickets to keep your support organized and efficient.

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