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

Go to the Settings module through the menu or directly at /settings-page.
In the sidebar, expand the Core entities group.
Click on "Tags" (/settings-page/tags).
A page with a list of existing tags opens.

2. Create New Tag

On the tags page, click the "Create" or "Add" button.
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.
Click "Save" to create the tag.

3. Edit Existing Tag

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

4. Delete Tag

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

5. Who creates tags from the dialog panel

In the right panel of a dialog the «Tags» field (in the request block and on the client card) lets users not only pick a tag but also create a new one by typing a name that does not exist yet. This is controlled by the role right Create new tags from the dialog panel: Settings → Roles → role → Additional settings of the Operator panel (see Configure roles).

Right enabled (and for root): the list offers «New tag», the field hint reads «Find or add a tag».
Right disabled: the user only picks existing tags, the hint reads «Find a tag», and a new name shows «Nothing found». If a new name still arrives (for example, from an old browser tab), no tag is created and the message «You can't create new tags. Pick one from the list.» appears.
After the update the right was granted automatically to roles that have Tags → Save in the Operator panel settings. Roles without it can no longer create new tags from the dialog panel — only pick existing ones. To give a role this ability back, switch on Create new tags from the dialog panel in that role.
The request «Tags» field works with tags of type «Dialog», the client card field with tags of type «Client». Tags already on a request or a client stay and are removed as before.
The Settings → Tags page does not depend on this right: it follows Tags → Save.

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.