Conversation Tags

On the right side of each conversation, in the "Profile" pane, you can see the Tags section.
These tags are always generated automatically by the chatbot and can be added/removed according to your subscriptions.
The total amount of users/guests assigned to a specific tag will appear in the Global Metrics in the reports menu.

As mentioned, there are different views/functionalities according to your subscription:

Basic

In the Basic plan you can see the automatic tags the chatbot generates throughout the conversation flow.

It is a view-only option.

Automatic tags

Pro, Premium & Entreprise

In these plans, you can view the tags that are generated automatically by the chatbot but you can also add and remove tags, according to what you think it is suitable for this user/guest and the conversation.

In addition, you can add automatic tags to your conversations. To do so, you can contact your account manager

Create or add a tag to a conversation

Select a conversation;
On the 'Profile' pane, in the 'Tags' section, click on the 'Add tag' input field;

Select one tag from the dropdown list or write a new tag and press 'Enter' to create it.

Important Note:

To be able to create new tags, agents need to have the 'Can create new Tags' option enabled in at least one of the teams they belong to.

Remove a tag from a conversation

To remove a tag from a conversation:

Select the conversation;
On the 'Profile' pane, in the 'Tags' section, locate the tag to remove;
Hover the tag and click on th 'X' to remove it from that conversation.