Tags feature allows you to add keyword(s) to a chat conversation/transcript. This helps you to group and identify/search chats with similar topics. You can add multiple tags to a chat. Both admins and agents can add tags.
1. During an Ongoing Chat Conversation:
a) Type '!' Key in the chat area or click upward arrow icon in the chat window. Select Commands to display the list of commands → select 'tag' from the menu.
b)Type in the tag name/keyword → hit Enter Key.
c) After hitting enter key, the keyword will turn into a tag label as shown below:
d) Again hit enter key to add the tag to the chat and you will see a notification saying tags added, which will be visible only to agents and not the Visitors.
Note: If a keyword is already added, then when you type it will list the tag
2. To Chat Transcript under Chat History
Tags can also be added to the Chat's Transcript available under Chat History
a) Go to History Tab and select a Chat Transcript in your HappyFox Chat account.
b) You can see Tags field on the right bottom pane.
c) Click on 'Add Tags' hyperlink and type the keyword.
Press 'Enter' key and the keyword will turn into tag label.
Click "Save" and the Tag will be added to the Chat Transcript.
The notification for the Tag added/edited in a chat transcript, will also be shown at the bottom of the transcript.
By clicking on Edit Tags hyperlink, the tags can be edited, deleted, and new tags can be added. Save after editing the tag.
1. The tags are listed on each chat transcript under chat history in HappyFox Chat.
2. If you have integrated HappyFox Chat and HappyFox HelpDesk, then the tag added to chat/chat transcript will also be added to that particular chat's ticket on HappyFox HelpDesk.
Yes! Go to history section on HappyFox Chat >> Type the query tag:<Tag Name> in the search option on the top right corner.
Example: If I want to fetch chats with the tag "helpdesk", I have to type the search query as tag:helpdesk and hit enter. This will list the results.
How can I view the list of all tags added ?
You can view the tags associated with chat transcripts by exporting the report. Only admin of HappyFox Chat account can export this data. Along with customer details, chat activity you will also see the tags column.
Go to Reports section > Select the date range > click 'Export' button.
Once you click the export, the data will be mailed to you in CSV format. More details > Chat Reports.