Tags
Tags are a flexible way to organize conversations and agents.
Tags can be assigned to agents to indicate their areas of expertise, or to conversations to indicate their topic or status.
Set up automations to tag conversations automatically, therefore routing conversations to agents or teams with the same expertise, or tag them manually during conversations.
Tag categories
To help keep your tags organized, you can assign them to one of the following categories:
- Department
- Language
- Intent
- Product
- Location
Tags overview
In the Tags overview, you can view the Tag name, category, and description. Additionally, you can see the date when a tag was last used and the number of conversations it has been associated with. This information is helpful in identifying the most commonly used tags.