Tags are labels used to organize Live Chat conversations, allowing the agents or teams to quickly identify the topic or purpose of each interaction and analyze trends across support requests.

To get started with creating tags, navigate to the Preferences section, then select the DATA dropdown menu, and click on the Tags section.

At the top, type the name of your tag, and click on the + New Tag button to create it.

Each tag can contain a maximum of 25 characters, so it is recommended to use short and descriptive labels that clearly identify the conversation topic.

Tags can include alphanumeric characters, spaces, and symbols, allowing you to create clear and descriptive labels that help categorize conversations effectively.

Once created, the tag will appear listed in the Live tab.

Live tab

In this tab, you can view and search all tags that are currently in Live status, and you can select them from the Details panel if you want to tag a conversation or click on the Ellipsis icon to tag messages during customer conversations.

Each tag created will be immediately listed in the Live tab. The table includes the following columns:

• Tag name: Name of the tag created.
• Created: Date and time the tag was created.
• Created by: Name of the admin who created the tag.