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. Tags can be added or removed from a user conversation anywhere that actions can be configured:

  • When the user enters a conversation.
  • When the user starts a passage.
  • When the user interacts with a button-type message or quick-reply.

You can also configure an action remove all tags from a user conversation.

Tags are created and maintained in your integrated livechat platform and synced to your chatbot via the Tags settings page.

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