You can add Tags and Notes to each conversation. In this article you will read what Tags and Notes are and how to use them.
What is a Tag?
A Tag refers to the subject of the conversation. For example, if you attach the "complaint" tag to the conversation, you can later see in the statistics how many conversations with this tag, i.e. complaints, have been handled. If you create a tag for each product, for example, you can see which product is most frequently asked about. In this way, you can also analyze whether the product information on your website is clear enough. This makes the topics of the conversations transparent. You will also see in the statistics how often a specific tag has been used in a specific period. Administrators create the tags, which prevents duplicate tags from entering the system.
How do I add a Tag?
- Go to the Conversation overview to Conversations.
- Click on the conversation to which you want to add a Tag.
- In the overview to the right of the conversation, you will see all the details of the customer you are talking to.
- Click on Tag and on + to add a Tag to the conversation.
- Type the Tag you want to use or create a new one and click enter.
- You can remove a Tag by clicking on the cross.
What is a Note?
In notes, you summarize the main points of the conversation for yourself or for your colleague. The end user cannot read this information. If a customer contacts again, you can find important information here.
How do I add a Note?
- Go to the conversation overview to Conversations.
- Click on the conversation to which you want to add a Note.
- In the overview to the right of the conversation, you will see all the details of the customer you are talking to.
- Click on Notes and on + Add your note to add a note.
- Click Save and your note has been added.
- You can remove a note by clicking on the cross.
Where can I find my Tags and Notes?
Under Contacts, you will find all previously conducted conversations. Here you can also read conversations that your colleagues have had.
Using Search, you can also find conversations with customers. You can search by name, tag and note.