Add and Remove Tags

Tags help you identify and separate your chat information so you can make an informed decision.

Let's assume you have a flow that asks users whether they are interested in a trip to Europe or to Asia. Then we will tag the users according to their answer.

We will cover the following actions in the Tags options.

• How to create a tag.
• Use tags in the flow.
• Watch tags in Live Chat

How to create a tag?

Click on Content and select the Tags option. This is the window where we create or delete any tag. Now choose the new tag button.

Now create the asia_lead tag for the users who choose Asia as the tour option. The same goes for the Europe tag.

These tags can be deleted from the rightmost option of the grid.

Use tags in the flow:

Go to the Flow, choose Basic Action and select the Add Tag option.

Here, select the appropriate tag for all users who choose Europe as their holiday destination. The same goes for the Asia destinations.

Watch tags in Live Chat:

Now run this flow and see the result in the Live Chat section.
There the chat agent can see the user's tags and can also add or delete tags manually, according to the situation.

Remove tags:

Tags are removed through the Basic Action option. Let's assume a scenario where the user is not interested in talking to a chat representative.

What we did was add a primary action: when a Button is selected, we trigger this action, which removes the tags we had previously selected in our chat.

Add Multiple Tags:

This option allows the chat builder to add several tags in one go. So whenever a user indicates a destination in Europe or in Asia, we add more than one tag. Just go to the Basic option and select the “Add Multiple Tags” option.

Here you can select the tags already created in the Content section.

Remove Multiple Tags:

This option allows the chat builder to remove several tags in one go. So when the user indicates a destination in Europe or in Asia, but at the end of the conversation presses the button saying they are not interested in the chat, we remove the tags through the Remove Multiple Tags option.

Here you can select the tags already created in the Content section.