Conversation Tags

Conversation Tags lets your team label live chats with your own tags, such as Sales or Complaint, and leave private notes on them. Visitors never see tags or notes.

Turn it on

1. In the dashboard, open Plugin Directory and enable Conversation Tags.
2. Conversation Tags appears in the menu.

Create your tags

1. Open Conversation Tags and select Add tag.
2. Enter a Name, up to 30 characters, and pick a Color.
3. Select Save.

Your company can create up to 50 tags, and each name can only be used once. The list shows how many chats use each tag. Use Edit to rename or recolor a tag. Delete removes the tag from every chat that has it; notes are not affected.

Tag a chat

1. Open a conversation in Live Conversations.
2. Select Tags in the chat header. The number on the button shows how many tags the chat has.
3. Tick the tags that fit. Use the search box to find one. A chat can have up to 10 tags.

Changes are saved straight away. Each chat in the inbox list shows its first two tags, then +N for the rest.

Filter the inbox by tag

In the inbox, open the tag filter under All Websites and All Widgets and pick a tag. The list shows only the chats with that tag. Choose All tags to see every chat again.

Leave a note

1. Open a conversation and select Notes in the chat header.
2. Write your note, up to 1,000 characters, and select Add note.

Everyone on your team sees the note with the writer's name and the time. A chat can have up to 100 notes. Notes are shown as plain text.

Who can do what

• Anyone with access to Live Chat & Session Logs can tag chats, filter by tag and add notes.
• Creating, editing and deleting tags needs access to the Plugin Directory.
• A note can be deleted by the person who wrote it, or by the company owner or an administrator.

See Manage your team to change permissions.

Common issues

I can't see the Tags or Notes buttons. Check that Conversation Tags is enabled in the Plugin Directory, then reload the dashboard.

"A tag with this name already exists." Another tag has that name, even with different capital letters. Choose a different name.

I can't delete a colleague's note. Only the writer, the company owner or an administrator can delete it.

I can't see Conversation Tags in the menu. Your account needs access to the Plugin Directory. Ask an administrator in your company.