A tag is an attribute that you can assign to a thread to identify the subject of a customer’s request when processing or closing the thread.
Tags are created by the administrator and are divided into three levels. You can assign an unlimited number of tags to a thread, depending on your department and skills.
If mandatory tag assignment is enabled, the thread requires at least one of the available tags to be assigned in order to complete incoming threads or send outgoing messages. If the thread is automatically closed by a timeout, tag assignment is optional.
How to Assign a Tag to a Thread
- Select the thread you want to tag and click the tag icon
or use the Alt+Tkey combination. - Select one or more available tags from the drop-down list.
If the tag is not available for selection, it has already been assigned to the thread. - Click Save.
The selected tags will then appear in the thread history above the message box. If necessary, you can delete or edit the tags before closing the thread.
Tags are not available to customers and are only visible to agents and supervisors.
Tag Levels
| 1-level tag | 2-level tag | 3-level tag |
| Appreciation | Appreciation/Services Appreciation/Employees | |
| Complaint | Complaint/Services Complaint/Products | Complaint/Services/Unresolved Complaint/Services/Resolved Complaint/Products/Unresolved Complaint/Products/Resolved |