Tags are short labels you attach to a live chat conversation to mark what it was about. They show on the conversation in your inbox, so related chats are easy to recognize.
Important
There is no Tags screen in Settings. Tags are typed straight onto a conversation as free text, and the first time you type one it is created for you. Because there is no shared list to pick from, agree on your wording as a team — "refund" and "Refund" are two different tags.
Add a tag to a conversation
- Open the conversation in your Live Chat inbox.
- Open the conversation details panel on the right.
- Find the Tags section and select the add button.
- Type the tag and confirm. It attaches to the conversation straight away.
You can add as many tags to one conversation as you need.
What you cannot do yet
- Removing a tag is not available in the dashboard. Once a tag is on a conversation it stays there, so type carefully.
- There is no place to rename, recolor or delete tags across your workspace.
- Tag colors and descriptions exist in the data but have no screen for setting them, so every tag looks the same.
- Tickets cannot be tagged from the ticket screen. See Create and Manage Tickets for the one way to get a tag onto a ticket.
Getting value out of tags
- Keep the list short. Five or six tags that everyone uses beat thirty that nobody agrees on.
- Write them the same way every time — all lowercase is the easiest rule to stick to.
- Use tags for the theme of the conversation, and use the ticket category field when work moves to a ticket.
Pro tip
Write your agreed tag list somewhere your team can see it, such as a pinned note in your chat tool. TixTalk cannot show them a list to choose from yet.