Tags
What are Tags?
Tags are custom identifiers that human agents can add to chats for classification and tracking. They help in organizing conversations, reporting, and analytics.How to Use Tags
- Apply tags while handling a conversation to classify it (e.g., Billing Issue, Refund, Technical Support).
- Tags can be viewed and managed under the Tags section in the Agent Productivity tab.
- Multiple tags can be applied to a single conversation for precise categorization.
Use a consistent taxonomy of tags across teams for accurate reporting and analytics.
Canned Responses
What are Canned Responses?
Canned Responses are preset replies that agents can quickly insert into chats, reducing response time and ensuring consistency.How to Use Canned Responses
- In a chat window, type
/followed by the command to insert a canned response. - Example: typing
/refund_policyinserts the full refund policy text. - This allows agents to provide faster, standardized responses to common queries.
Adding a New Canned Response
- Go to the Canned Responses section under Agent Productivity.
- Click Add a Canned Response.
- Define the command (shortcut text) and the response (full reply).
- Save — agents can now use it immediately in chats.
Canned responses should be reviewed and updated regularly to reflect the latest policies and messaging tone.