How Can I Add Tags to Conversations or Clients?

Tags are defining expressions that can be added to a conversation or client. When a tag is added for a conversation or a client, these tags may be displayed by the agent when that conversation or client is assigned to another agent (see Agent Panel) or when another conversation with the same client appears. So the agent can simply guide the course of the conversation with the help of this tag.

To add a tag; use "Add tag" button. The tag type ("client" or "conversation") and the tag name are added on the display. Only users with admin rights can add tags.

What is Agent Tag & How to Use It

Two basic tag structures are used in Mindbehind applications. These are Conversation Tag and Conversation Tag v2. 

Conversation Tag v2, this feature called "Agent Tag" was created for the purpose of using in the conversations of the agent in the Live product. These tags can be customized to be used in conversations that take place in selected departments, or they can be used in all departments by selecting all departments.

How to Create an Agent Tag

Go to the companies tab on the navigator on the left side of the Live product and select the company to which you want to add/edit tags.

After choosing the company, go to the "Tags" tab. Click the “Add Tag” button.

In the pop-up that opens, you will be presented with 3 options as tag type. From here select "Conversation Tag V2". Enter the name of your tag in the "Tag Name" field. From the departments area; You can choose which department conversations the tag you want to create will be used for.

Note: If you want it to be used in all departments, all departments must be selected.

After entering the necessary information, you can create the tag by using the "Add Tag" button on the pop-up.

The newly created tag is displayed in the Conversation V2 module. If you want to make changes in the name or selected departments, you can use the "Wheel" button next to the relevant tag.

How to Use Agent Tag

Agents can view the tags connected to the department where the conversation took place and assign tags to the conversation by clicking on the tag symbol at the bottom of the chat area in the conversations assigned to them.

The sample conversation shown in the image below takes place in the "Support" department, and the "Support Tag" tag we created specifically for this department is displayed in the tag menu of the agent.

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