What Are Tags and Dialogue Statuses?
Tags and dialogue statuses help you categorize and analyze requests in different ways.
Tags
Tags are labels you add to dialogues or clients during or after communication. Examples: "VIP", "Complaint", "Urgent". Tags are used for:
- Filtering dialogues in the operator panel
- Segmenting clients
- Analyzing request types in reports
Tags can be restricted to specific skill groups. Operators add tags when working with a dialogue or client.
Dialogue Statuses (Chat Statuses)
Dialogue statuses are reasons for closing a dialogue. When an operator closes a dialogue, they select a status (e.g. "Resolved", "Client left", "Escalated"). Dialogue statuses are used for:
- Tracking why dialogues were closed
- Analytics (e.g. resolution rate)
- Reporting on service quality
Some statuses can be marked as "Resolved" — meaning the request was successfully handled. This affects metrics and reports.
How They Differ
| Tags | Dialogue Statuses | |
|---|---|---|
| When used | During or after dialogue | When closing dialogue |
| Purpose | Categorization, filtering | Reason for closure |
| Multiple | Yes, many tags per dialogue | One status per closure |