Overview

Tags are used to categorize interactions (e.g., Chat, Email, SMS) or customer records (in Contacts / My Contacts).

Administrators can create and manage Tags, define each tag’s name, description and color, publish tags to make them available for Agents.

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Agent functions

Agents can:

• Select one or multiple tags from the available list.

• Assign tags to interactions or customer records.

• Save the selection to apply tagging.

Once one or more tags are assigned to an interaction, the interaction list can be filtered by tag (via Select tag).

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If multiple tags are applied to the same interaction, the tag label color changes to grey instead of the individual tag colors.

All selected tags are visible within the interaction view.

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