As a Livechat Manager, you can define and manage tags that agents can assign to conversations. Tags help organize and categorize conversations for better tracking and reporting.
For example, use tags such as new, blocked, in progress, or completed to indicate the current status of a conversation.
Access Tag Settings
To manage tags:
Navigate to Manage
> Omnichannel > Tags.Review the list of existing tags.
Click a tag to edit its details.
Create a New Tag
To create a tag:
Click Create Tag.
Provide the following information:
Name: The label for the tag.
Description: A brief explanation of the tag's purpose.
Departments: Select the departments the tag applies to. Leave this field empty to make the tag available to all departments.
Save your changes.
Once created, agents can apply these tags to conversations.
Delete a Tag
To delete a tag, click the Delete icon next to the tag in the tag list.
Tag Behavior During Conversation Closure
Tags can be applied either manually by agents or automatically by the system when a conversation is closed. Understanding this behavior ensures consistent tagging practices across teams.
Default Department Tags
If a tag is linked to a department, it is automatically applied to all conversations handled by that department when the chat is closed. Agents do not need to manually add these tags.
Require Tags Before Closing Conversations
The Request tag(s) before closing conversation toggle ON/OFF determines whether agents must select tags before ending a conversation.
Enabled: Agents must manually select one or more tags before closing a conversation. The tag selection interface becomes visible in the UI.
Disabled: Agents can close conversations without manually assigning tags. However, default department tags (if any) are still applied automatically in the background.
This setting is found in Administration > Omnichannel > Departments, when editing a specific department.
Known Limitation
When the setting is disabled, the tag list is hidden in the UI. Agents cannot view or modify tags applied during closure. Default department tags continue to be added automatically. This behavior is under review for improvement in a future release.