Tags can help you direct a live chat request to the most appropriate agent or department. For example, sending requests about home loans to a different department than requests for technical support.
As the user interacts with your chatbot, tags are added and removed from the user conversation by Actions or scripts. Tags can be added or removed from a user conversation anywhere that actions can be configured or scripts can be run:
- When the user enters a conversation.
- When the user starts a passage or logic.
- When the user interacts with a button-type message or quick-reply.
- As part of a script run during the Bot Message or Expected response.
You can also configure an action or script remove all tags from a user conversation.
Tags can be either created manually, or created and maintained in your integrated livechat platform and synced to your chatbot. Tags are created or synced in the Tags settings page.
