📖How to add tags to conversations?​

Tags are added in two ways:

1. Automatically (by the bot) — Tags are auto-assigned to all the conversations handled by the bot.

These tags come from the backend and not from the Settings section. The labels can be removed by clicking on the cross icon against the respective labels. The names of these labels cannot be edited.

2. Manually (by agents) — An agent can easily assign labels to any conversation by following the below steps:

Steps:​

1. Navigate to Tickets section and open the desired conversation

2. Click on + icon in the right panel under Tags

3. Choose required tag/s from the pop-up (these get saved even if you directly close the pop-up)

While assigning tags to conversations, make sure the relevant tags are only assigned. For example, if the conversation is about order_cancellation, then add labels pertaining to order cancellation only.

To remove the labels assigned by bot/agent, click on the cross icon against the respective label.