Tagging chats helps you to determine what the chat was about, what are the customers mostly in contact with you about, and what is the result of the conversation.
Creating a tag
To create a tag, you need to go to Campaigns (1) > Choose the campaign you wish to add the tag to > go to 'Goals' tab (2) > Click on 'More Settings' under Success codes (3).
You can add more codes by entering the word in the field (1) and clicking on 'OK' after that (2). Don't forget to click on the 'Save' button (3) once you are done adding the tags.
Removing a tag
To remove a tag you just need to use the small x of the tag and click on the 'Save' button.
Adding more than one tag to the chat
To allow multiple tags to be used per chat, you need to make sure you have ticked the 'Allow multiple codes per chat' box. This way if there were more than one topic covered in the chat, the agent will be able to choose them all.
Don't close the chat without a tag
In order not to have chats with no tag, you can tick the second box, and if an agent tries to close the chat without having added a tag, a popup to tag the chat will show. They will only be able to close the chat once they add a tag.
Searching chats by tag
To search the chat by tag, you need to go to Chats (1) > Chats (2) and use the 'All success codes' filter (3). From there you can choose one or more tags and only chats tagged with them will show up in the list.