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A conversation without labels is a conversation lost.
Tags are the digital “stickers” you use to classify your chats. They let you instantly see in Livechat whether a customer is happy, angry, or already converted. They’re also essential for analytics, helping you understand what people are really talking about with your bot.
🎛️ Your Tag Collection
In the main view, you’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).
🎨 Creating a New Tag (+ Add Tag)
When creating a tag, you define three simple but powerful elements:
1. Tag Name (The Title)
This is the keyword you’ll see in the chat.
-
Restriction: Maximum 25 characters. Keep it short.
-
Tip: Even if the system supports underscores (
_), you can use spaces if it’s clearer.
- Good:
Closed Sale or Incident.
- Bad:
Customer who has a problem with shipping (far too long!).
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: “Use only when the customer has paid and received confirmation.”
3. Tag Colour (The Traffic Light) 🚦
Assign a visual meaning to each tag.
- 🔴 Red: Problems, complaints, or errors (
Incident, Bug, Angry Customer).
- 🟡 Yellow: Pending items or open questions (
Question, Waiting for Info).
- 🟢 Green: Successes and sales (
Sale, Resolved, Happy Customer).
- ⚫ Black/Grey: Neutral categories (
Information, Opening Hours).
Once created here, tags come to life in two key places:
- Livechat: Human agents can manually apply tags to conversations before closing them.
- 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. 🎨 