How to Configure Tags?

Tags allow you to mark dialogues and clients with labels for filtering and analysis. Operators add tags during communication, and you can filter dialogues by tags in reports and the operator panel.

When You'll Need This

  • You need to create tags for categorizing dialogues (e.g. "VIP", "Complaint", "Urgent").
  • You need to create tags for clients (e.g. "Premium", "New").
  • You need to restrict tags to specific skill groups.

What's Important to Know

  • Tag — a label that can be attached to a dialogue or a client.
  • Type — "Dialogue" tags are used in dialogues; "Client" tags are used in the client card.
  • Skill groups — you can restrict a tag to specific skill groups; if empty, it is available to all.

Before You Start

  • You are logged in with supervisor or administrator rights.
  • You have access to operator panel settings.

Step-by-Step Instructions

1. Open Tags Settings

  1. Go to the Settings module through the menu or directly at /settings-page.
  2. In the sidebar, expand the Operator Panel group (labels may differ depending on UI language).
  3. Click on "Tags" (/settings-page/tags).
  4. A page with a list of existing tags opens.

2. Create New Tag

  1. On the tags page, click the "Create" or "Add" button.
  2. In the form:
    • Name — enter the tag name (e.g. "VIP", "Complaint", "Urgent").
    • Type — select "Dialogue" or "Client".
    • Skill groups — optionally restrict to specific skill groups; leave empty for all.
    • Color — choose a color for display in the interface.
  3. Click "Save" to create the tag.

3. Edit Existing Tag

  1. In the list, find the tag and click on it to open the edit form.
  2. Change the name, type, skill groups, or color as needed.
  3. Click "Save" to apply changes.

4. Delete Tag

  1. In the list, find the tag.
  2. Use the delete action (if available).
  3. Confirm deletion. Tags are usually soft-deleted and can be restored if needed.

What Happens Next

  • Operators can add tags to dialogues and clients in the operator panel.
  • You can filter dialogues by tags in the operator panel and in reports.
  • Tags help analyze request types and client segments.

How to Verify Everything Worked

  • Create a new tag.
  • Open a dialogue and add the tag.
  • Filter dialogues by the tag and verify it appears correctly.