How to add Custom Tags to your Live Chat Conversations

In this article, we will show you how you can mark your live chat conversations and contacts with custom tags by choosing a list of tags from a drop down list.  Create as many custom tags as needed and mark every chat for quick search and reference.

In Social Intents, you can create Custom Tags (Open, Follow Up, Demo, etc), at any point during a live chat conversation with your customers and leads.  Add the tags on the web dashboard, or within Microsoft Teams so you can easily filter and report on all of your conversations as well as tag conversations when sending them into your lead and ticketing systems.

How to Create Custom Tags

The first step to create your custom tags that will be displayed as a searchable drop down list in your chat conversations is to login to the Web Dashboard.  If using our Microsoft Teams integration, you can go to the our Social Intents login page and choose Login with Microsoft Teams to access the dashboard.

Select the Settings in the left sidebar, then Tags.

To create a new Tag, click the Add Tag button on the top right of the Custom Tags page, then enter a name and description for the tag.  One you create at least one tag, your live chat dashboard will show a selectable list of tags versus and open text field.

How to select Custom Tags from the Web Dashboard

Once you've set up your custom tags in the Tags page, now you have access to them from the Live Chat console in the right panel.  During any chat conversion or once the live chat has ended, simply select the Add Tag button and you'll see a list of your current tags.

Just select one or more of these custom tags in the dropdown list to add them to your conversation.

How to select Custom Tags from Microsoft Teams

You can also add custom tags from a dropdown list within your Microsoft Teams live chat.  During any live chat conversation, just select the Add Tag button in the right panel in the live chat console.  Select one or more of the tags to add to your conversation then click Save to save the tags to the live chat.

How to search Live Chats by Tag

Now that you have added a custom tag to your live chat, you can search and filter on these tags in your chat history report.

In the web dashboard you can search by tag in the Chat History report in the Reports section.   Type the name of the tag into the Search field in the report to filter/search by that tag you want to search on. 

Within Microsoft Teams, click not he Live Chat tab in the team your want to search in.  Then in the Search filed, start typing the name of the tag.  In our case we entered "tag1" as the tag.  So the report will filter to those chat conversations with the tag 'tag1'.  

You can now Export these conversations using the Export as CSV button or click into the details of the live chat conversation.