Chat tags

As each live chat conversation unfolds, various themes and topics will emerge. Chat tags allow your operators to track these key themes and topics as they converse with the end user.
This then means that chat sessions can be grouped and filtered by tags. So, a supervisor can find and review previous chats quickly, based on their topic. Here’s how it works:
• Admin users can create a list of chat tags to cover useful categories to track
• That could include things like “good feedback”, “mortgage question”, “product X help”, or any relevant theme for your business
• Operators can select tags at any point during a chat, using multiple where relevant
• Supervisors can then filter chat searches by tags from inside the WhosOn client
• Chat tags are used in conjunction with operator wrap-ups. While wrap-ups are used to inform live chat reports, tags are used for smooth accessibility and reviewing purposes
Help desk
- Agent availability
- Backup chat routing
- Chat auto-closure
- Chat queues
- Co-browsing
- Customer chat history
- File upload
- Follow page
- In-chat payments
- Operator wrap-up
- Real-time chat translation
- Remote desktop control
- Skills based chat routing
Engagement
- Chat markdown
- Click to call back
- Dynamic chat invitations
- Dynamic fields
- Dynamic window launching
- Missed chat
- Offline messages
- Post-chat survey
- Pre-chat survey
Agent tools
- Agent experience tools
- Canned responses
- Chat alerts
- Chat preview
- Chat search
- Chat transcripts
- Concurrent chats
- Distraction-free chat
- Email and hyperlink recognition
- Filtered searches
- Internal chat
- Live chat spell checker
- Speed chat
Reporting
- Chat archiving
- Chat dashboards
- Chat sessions
- Custom reporting
- Data exports
- In-client charts
- KPI dashboards
- Live chat reports
- OData API
- Visitor list
- WhosOn Data
Analytics
- Campaign management
- Form field capture
- Live visitor tracking
- Prospect detection
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- Reverse IP lookups
- Site entry alerts
- Tailored CX
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AI
- Auto-text
- Chat mood
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- Pre-set messages
- Sentiment analysis
- Sentiment training
- Suggested response
Management
- Agent activity logs
- Agent segmentation
- Audit history
- Auto-discover
- Availability schedules
- Broadcast messages
- Chat allocation
- Chat monitoring
- Chat tags
- Chat takeover
- Chat transfers
- Multi-site management
- Performance dashboards
- Role-based permissions
- Rule-based routing
- Supervisor intervention
- Whisper messages
Customisation
- Agent avatars
- Customisable chat window
- Developer version
- Settings management
- Stacked chats
- Visitor throttling
- White-labelled chat
Multi-platform
Security
- Chat deletion
- Chat encryption
- Client security
- Data retention
- PCI / PII masking
- Profanity filter
- User blacklist