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Tags List View 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.

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🎛️ 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).

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🎨 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 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!).

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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: “Use only when the customer has paid and received confirmation.”

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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).

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🚀 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. 🎨