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How to Add Tags to Live Chat Transcripts & 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:

  1. Creating a new tag
  2. Attaching a tag to an ongoing chat
  3. Removing an attached tag from a chat
  4. Attaching a tag to a chat transcript
  5. Attaching a tag to a ticket

 

Here's how you can create new tags:

 

Step 1: When you're on the operator chat window, locate the option Add Tag near the bottom-left corner of the chat window and click it.

 

Add tag to Ongoing Chat

 

Step 2: Click +Add New Tag and enter the tag name in the text box that comes up. If there are any tags added already, they'll appear above this option, for example, Bug, UX, Needs Content, Feature/Enhancement, and Suggestion.

 

Add New Tag

 

Once you've created several tags, here's how you can attach them to an ongoing chat:

 

Step 3: Simply click on the required tag to add it to the chat. You can add a maximum of 10 tags to a single chat.

 

Add Existing Tag

 

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

 

Once you Add the Tag it will Display at the Bottom

 

Removing an attached tag:

 

Step 4: Removing a tag from a chat is extremely simple. Simply click on the attached tag and it is removed from the chat.

 

Remove a Tag

 

Attaching a tag to a chat transcript:

 

Step 2.1: Go to Transcripts and click the magnifying glass icon to view a chat transcript.

 

Add Tag to Live Chat Transcripts

 

Step 2.2: Click +Add Tag.

 

Click on Add Tag

 

Step 2.3: Select the appropriate tag from the list of tags you created earlier and go back to the Visitor Chat Transcript screen.

 

Add Tag to your Visitor Chat Transcripts

 

Step 2.4: Back on the Visitor Chat Transcripts screen, click on the required tag according to which you want to sort the transcripts.

 

Filter Chat Transcript using Tags

 

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 ticket.

 

Add Tags to Live Chat Tickets

 

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

 

Click on Add Tag to Add Tag in Tickets