Overview

Tags are used to label customers (“VIP Customer”, “New Customer”, etc.) or conversations (customer retention, sales call, etc.). Tags can also be managed from the Tags page in the Organization Settings side-bar menu.

To learn more about how the Teams assets operate, click on Understanding Teams Assets.

Managing Tags

1. On the Teams page, select the desired team, and open the Tags tab. The right pane displays all tags the team’s agents can view.

2. Clicking the checkboxes next to the tags on the left pane will get those tags added or taken away from this team.

3. At the center pane, select from the hierarchical team that can give over their
   tags to this team.

4. Click Add to immediately add tags from the root team to this team.

5. To automatically update the tags from the selected source team, enable the
   Auto-update toggle.

6. Save settings.

Creating New Tags

Tags are mainly managed in the Tags section under the Settings menu, but you can also create tags for a specific team in the Teams section.

1. To create tags for a specific team, click the desired team in the tree diagram.
2. Select the Tags tab and click Create new at the bottom of the list of available tags.
3. At the new tag dialog box, choose a name for the tag and select the following:
   a) Select the tag type. Selecting “Tag group” will create a new group of tags.
   b) Select the Target (Conversation and/or the customer).
   c) Select a Group associated with this tag.
   d) Select Unit (if applicable)
4. Click Continue.