Create and manage tags

Create tags to organize Live Chat conversations, help agents identify conversation topics, and analyze support-request trends.

Create a tag

1. Go to Preferences.
2. Open the DATA dropdown menu.
3. Select Tags.

4. Enter a tag name at the top of the page.
5. Click + New Tag.

Enter a short, descriptive name that identifies the conversation topic. Tag names can contain up to 25 characters, including alphanumeric characters, spaces, and symbols.

The new tag appears in the Live tab.

View tags in Live

Open the Live tab to view and search available tags. You can also:

• Select a tag in the Details panel to tag a conversation.
• Click the Ellipsis icon to tag individual messages during a customer conversation.

The Live tab table includes these columns:

• Tag name: The tag name.
• Created: The date and time when the tag was created.
• Created by: The administrator who created the tag.