Adding and Managing Tags

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Conversation tags are powerful tools for categorizing conversations and generating detailed reports. This guide provides a step-by-step explanation of how to use conversation tags, create new tags and categories, and generate reports.

Creating a Conversation Tag:

    • Click the Add a new tag button in the top-right corner of the Conversation Tags screen.

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    • In the popup window:
      • Name: Enter a unique name for the tag.
      • Category: Optionally, select a category to associate with the tag.

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    • Click Save to create the tag.

  2. Managing Tag Status:

    • Use the toggle switch next to each tag to activate or deactivate it.
    • Deactivated tags cannot be assigned to new conversations but will still appear in historical reports.

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Conversation Tag Categories

  1. Creating a Category:

    • Navigate to the Conversation Tag Categories tab.
    • Click the Add a new tag category button in the top-right corner.
    • In the popup window:
      • Name: Enter a name for the category.
      • Description: Optionally, add a description for the category.

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    • Click Save to create the category.

  2. Managing Categories:

    • Edit the names and descriptions of existing categories as needed.
    • Remove unnecessary categories by selecting and deleting them.

Assigning Tags

  • In the user details section from the Conversation screen:
    • Tag Category: Select a relevant category.
    • Assign Tag: Choose a tag and click the Add button.
    • Assigned tags will be displayed in the Assigned Tags section.

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Reporting

  1. Generating a Tag Report:

    • Navigate to the Conversation Tag Report section in the menu.
    • Select a date range (start and end dates).
    • Click the Generate Report button to download the report in Excel format.

  2. Report Features:

    • Includes details of all tags assigned to conversations.
    • Useful for statistical analysis and historical performance evaluation.
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