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Chat Tags

To manage chats well, they need to be properly categorized. To help you do this, Channel.io offers a powerful ‘Chat tags’ function. Manage your chats efficiently by attaching tags, and analyze them to get ideas on how you can grow your business.
How it differs from ‘Category’ chat management tool? - Even if a customer makes a variety of inquiries in a single chat, you can classify these questions by attaching multiple tags, known as ‘Multi tags’. - You can set up sub-tags (depth) within a single tag to organize questions into a separate directory.
Contents

How to create a Chat Tag

There are three ways to create chat tags.
1.
Go to [Channel Settings] → [Chat] → [Chat tags] and click ‘Create a Tag’
2.
In [Inbox] → [Tags] click the + symbol to create a tag.
3.
In [Inbox] → [User Chat] → [Chat Info] → Click [Chat tags], add a tag and click [Apply]
Tag settings screen
1.
Input / into the ‘Name’ field to create up to 3 sub-categories.
For example: For inquiries regarding Exchanges, use the ‘Product Inquiry/Exchanges’ tag; and to classify Exchange inquiries as Size or Color-related complaints, use the ‘Product/Exchanges/Size’ and ‘Product/Exchanges/Color’ tags respectively.
2.
You can classify tags by color. Use the same colored to classify tags by functions and subjects.
3.
Add a description on the tag to let other team members know why you created the tags.
4.
If you assign a Follower to a tag, they will be recommended as a manager to unassigned chats.
Channel Tip! Try the Channel.io Automated Recommendation function. If a new chat is unassigned and you don’t know who to assign it to, try using the automatic recommendation function! This function automatically recommends someone based on whether they are following the chat tag, how many chats they are currently assigned to and whether they’re online.

How to configure Chat Tag settings

During a chat with a customer, you may be talking about 2~3 different topics. Channel.io helps you manage your chat by allowing you to add multiple tags to a single chat.
You can set up a maximum of 8 tags for one chat.
There are two ways to set chat tags:
1.
Set chat tags manually during the chat.
On the right panel of the User chat screen, click ‘Chat Tags’ under ‘Chat Info’ to apply tags. Tags can be applied to both ‘Opened’ and ‘Closed’ chats.
2.
Setting up automatic tags
How to set up Chat Automation Rules
You can do this by going to [Operation] → [Chat Automation Rule] → click [Create a new rule]
For example, when a customer requests an exchange, you can create a rule to automatically triggers and attaches a Product Inquiry/Exchanges tag to that specific inquiry.
To find out more about Chat Automation Rules, click here.
How to set up a Support Bot action
By setting up a Support Bot, you can automatically tag customer inquiries that have made a specific request.
For example, you can configure the Support Bot settings to automatically add a refund/return tag to a customer who has submitted an Exchange request
The Support Bot is a paid feature. Subscribe to the ‘Operation add-on’ to have full access to this useful feature. For more information please refer to the Support Bot guide.

How to use Chat Tags

Chat tags are applied to ‘Opened’ chats in real time. This allows you to identify which inquiries are being most frequently made, which may assist you to understand which parts of your business need more attention.
Chat tags can also help your business grow by pinpointing frequently asked questions and requests in ‘Closed’ chats. Analyzing these can help you understand what areas of your business need improvement.
How to check your Inbox for tags in ‘Opened’ chats
In your Inbox, you can check the number of ‘Opened’ chats currently in session.
The number of ‘Opened’ chats are displayed next to the relevant tag and through this, you can identify the problems within your business at a glance.
Useful tips - tags displayed in your Inbox
1.
Tags in the left panel are automatically organized in alphabetical order.
2.
Tags are not case-sensitive.
3.
Only sub-tags are displayed in the chat history and at the top of the chat room.
How to search for Chat Tags
Click the <Magnifying glass icon> next to ‘Inbox’ or use the shortcut Ctrl+F to search for a chat.
In the search filter, either select or enter ‘tag:’ to view and search for the set tags for the current channel.
If you search for multiple tags, it will bring up all the search results for each of those tags. For example, if you search tag:Payment and tag:Delivery, all chats with both tags attached will appear in your search results.
To learn more about searching tags, refer to Search chat history.
How to check Chat Tags in Chat Analytics
Through Chat Analytics, you can check the number of inquiries made with a specific tag and the frequency ratio of this tag to other inquiries. Closely looking at this data can help you identify problem areas within your business.
Useful tips - tags in Chat Analytics
1.
Tags can be sorted by ‘Name’ and ‘Inflow’.
2.
Tags with sub-tags will have a [>] button. Click to expand and view sub-tags.
3.
When you click on a tag name, chats with that tag will be automatically searched and retrieved.
Chat Analytics is a paid feature. Subscribe to the ‘Operation’ function to have full access to this useful feature. For more information please refer to Chat Analytics.

FAQ

I deleted a tag but it keeps re-appearing.
How do I change the tag names as a bulk action?
What happens if I input more than 8 tags to an Automation Rule?
Sub-tags are deleted when I delete a Chat Tag.