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Tags List View A conversation without labels is a conversation lost. Tags are the digital โ€œstickersโ€ you use to classify your chats. They let you instantly see in Livechat whether a customer is happy, angry, or already converted. Theyโ€™re also essential for analytics, helping you understand what people are really talking about with your bot.

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๐ŸŽ›๏ธ Your Tag Collection

In the main view, youโ€™ll see the full inventory of available tags.
  • Title (Bold): The short name of the tag (e.g. Orders Completed).
  • Description (Subtitle): A quick reminder explaining when to use it (e.g. Interested users).
  • Colour Dot: Crucial for visual prioritisation (Red = Risk, Green = Success).

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๐ŸŽจ Creating a New Tag (+ Add Tag)

Add New Tag Modal When creating a tag, you define three simple but powerful elements:

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1. Tag Name (The Title)

This is the keyword youโ€™ll see in the chat.
  • Restriction: Maximum 25 characters. Keep it short.
  • Tip: Even if the system supports underscores (_), you can use spaces if itโ€™s clearer.
    • Good: Closed Sale or Incident.
    • Bad: Customer who has a problem with shipping (far too long!).

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2. Tag Description (The Guide)

This text appears under the title in the list.
  • It helps your human team (or your future self) understand exactly when this tag should be applied.
  • Example: โ€œUse only when the customer has paid and received confirmation.โ€

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3. Tag Colour (The Traffic Light) ๐Ÿšฆ

Assign a visual meaning to each tag.
  • ๐Ÿ”ด Red: Problems, complaints, or errors (Incident, Bug, Angry Customer).
  • ๐ŸŸก Yellow: Pending items or open questions (Question, Waiting for Info).
  • ๐ŸŸข Green: Successes and sales (Sale, Resolved, Happy Customer).
  • โšซ Black/Grey: Neutral categories (Information, Opening Hours).

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๐Ÿš€ Where are these tags used?

Once created here, tags come to life in two key places:
  1. Livechat: Human agents can manually apply tags to conversations before closing them.
  2. Analytics: You can measure how many chats are tagged as Incident vs Sales and make better business decisions.
Organise your inbox! Create your tags and start adding colour to your conversations. ๐ŸŽจ