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