What is a chat tag?
To manage chats well, they need to be properly categorized. To help you do this, Channel.io offers a powerful ‘Chat tags’ function. Manage your chats efficiently by attaching tags, and analyzing them to get ideas on how you can grow your business.
How it differs from the ‘Category’ chat management tool?
Even if a customer makes a variety of inquiries in a single chat, you can classify these questions by attaching multiple tags, known as ‘Multi tags’.
You can set up sub-tags (depth) within a single tag to organize questions into a separate directory
How to create a chat tag
There are three ways to create chat tags.
Create a tag in Operation
Go to [Operation] - [Chat tags] and click “Create a tag”.
Create a tag in Inbox
In [Inbox] - [Tags] click “Add tags” to create a tag.
Create a tag in the user chat
In [Inbox] - [User Chat] - [Chat Info] - [Chat tags], add a tag, and click [Apply].
Input / into the ‘Name’ field to create up to 3 sub-categories.
For example: For inquiries regarding Exchanges, use the ‘Product Inquiry/Exchanges’ tag; and to classify Exchange inquiries as Size or Color-related complaints, use the ‘Product/Exchanges/Size’ and ‘Product/Exchanges/Color’ tags respectively.
You can classify tags by color. Use the same colored to classify tags by functions and subjects.
Add a description on the tag to let other team members know why you created the tags.
Apply chat tags
During a chat with a customer, you may be talking about 2~3 different topics. Channel.io helps you manage your chat by allowing you to add multiple tags to a single chat.
ou can set up a maximum of 8 tags for one chat.
Apply chat tags manually
On the right panel of the User chat screen, click ‘Chat Tags’ under ‘Chat Info’ to apply tags. Tags can be applied to both ‘Opened’ and ‘Closed’ chats.
Apply chat tags automatically
How to set up Chat Automation Rules
You can do this by going to [Operation] - [Chat Automation Rule] → click [Create a new rule]
For example, when a customer requests an exchange, you can create a rule to automatically triggers and attaches a Product Inquiry/Exchanges tag to that specific inquiry.
To find out more about Chat Automation Rules, click here.
How to set up a Support Bot action
By setting up a Support Bot, you can automatically tag customer inquiries that have made a specific request.
For example, you can configure the Support Bot settings to automatically add a Refund/Return tag to a customer who has submitted an Exchange request.
The Support Bot is a paid feature. Subscribe to the ‘Support bot add-on’ to have full access to this useful feature. For more information please refer to the Support Bot guide.
How to use Chat Tags
Chat tags are applied to ‘Opened’ chats in real-time. This allows you to identify which inquiries are being most frequently made, which may assist you to understand which parts of your business need more attention.
Chat tags can also help your business grow by pinpointing frequently asked questions and requests in ‘Closed’ chats. Analyzing these can help you understand what areas of your business need improvement.
How to check your Inbox for tags in ‘Opened’ chats
In your Inbox, you can check the number of ‘Opened’ chats currently in session. The number of ‘Opened’ chats are displayed next to the relevant tag and through this, you can identify the problems within your business at a glance.
More information about tags appearing in Inbox:
Tags in the left panel are automatically organized in alphabetical order.
Tags are not case-sensitive.
Only sub-tags are displayed in the chat history and at the top of the chat room.
How to search for Chat Tags
Click the "Magnifying glass icon" next to ‘Inbox’ or use the shortcut Ctrl+F to search for a chat.
In the search filter, either select or enter ‘tag:’ to view and search for the set tags for the current channel.
To learn more about searching tags, refer to Search chat history.
If you search for multiple tags, it will bring up all the search results for each of those tags. For example, if you search tag: Payment and tag: Delivery, all chats with both tags attached will appear in your search results.
How to check Chat Tags in Chat Analytics
Through Chat Analytics, you can check the number of inquiries made with a specific tag and the frequency ratio of this tag to other inquiries. Closely looking at this data can help you identify problem areas within your business.
Tags can be sorted by ‘Name’ and ‘Inflow’.
Tags with sub-tags will have a [>] button. Click to expand and view sub-tags.
When you click on a tag name, chats with that tag will be automatically searched and retrieved.
If you are not subscribed to the Operation add-on, please check it out!
The chat tag feature is available when you subscribe to the Operation add-on.
When you are subscribed to the Operation add-on:
You can create and manage chat tags on the chat tag settings.
You can check the attached chat tag in the menu on the left of the inbox and in the user chat list.
Bulk action allows you to tag multiple user chats at once.
You can search user chat by chat tags as one of the filtering options.
When you are not subscribed to the Operation add-on:
You can only create and apply the chat tag in individual user chats
If you are subscribed to the Support Bot add-on, you can use [Support Bot Action → Add chat tag].
The tag will not be visible in the bottom left of the inbox and in the chat list.
I deleted a tag but it keeps reappearing.
If a Chat Automation Rule or Support Bot action is set to add a tag you want to delete, the tag will be recreated and added by the automation rule. To stop this from happening, you need to edit the tag actions within the automation rule first.
How do I change the tag names as a bulk action?
To change or delete multiple tags attached to chats using the search filter:
Enter ‘tag:’ followed by the tag you wish to delete and press [Filter].
Click on the check box to select all chats. Press [Actions] - [Edit Chat Tag] then disable by unchecking the tag (deleting) or change to a new tag by checking it (adding).
What happens if I input more than 8 tags into an Automation Rule?
Only the first 8 tags set will be applied.
Sub-tags are deleted when I delete a Chat Tag.
If you delete a Chat Tag, sub-tags will also be deleted.
Deleting a tag (including sub-tags) does not delete the tag that was set in the original chat.