Tags

A tag is a bilingual label agents can attach to a conversation. Admins curate the central catalogue; the agent inbox picker reads from this list (only active tags appear).

Creating a tag

1. Settings → Tags → + New.
2. Name (English) and Name (Arabic) — both required.
3. Color — pick a preset swatch, type a hex code, or use the colour picker. Appears as the chip swatch in the agent picker, inbox chips, and analytics legends.
4. Category — optional free-form group label (e.g. Priority, Reason, Source). The agent picker buckets tags by category so related tags appear together. Leave empty for uncategorised tags. The picker suggests categories already in use, which helps avoid duplicates like “VIP” / “vip” / “Vip”.
5. Active — inactive tags stay in history but are hidden from the agent picker.

Where tags are used

• Agent inbox — agents add and remove tags on individual conversations from the conversation header.
• Bot recipes — the Set Variable and Tag-related nodes can apply tags programmatically.
• Analytics — filtering and segmentation by tag in the supervisor analytics view.
• Routing — when the chat-assignment strategy is set to Skill based, the router matches agents to conversation tags first.

Best practices

• Use the Category field to bucket related tags so the picker stays scannable as the catalogue grows.
• Keep the active set small enough to fit on one screen — 20–40 active tags is a reasonable upper bound.
• Set tags inactive rather than deleting them. Historical references resolve correctly via soft delete, but the archived row is easier to audit.
• For analytics-only categorisation, prefer a single tag per conversation. Multi-tagging makes time-series counts double-count.