From the Tag menu, new tags can be created that can be associated with specific messages sent (within automations) or directly to chats.
For example, the use of tags makes it possible to differentiate customers who have received a specific promotional message or to attribute chats to specific customer care advisors who will follow up with the customer.
Tags allow for customer information without necessarily having to go into each individual chat and having to read the messages exchanged with that customer.
An example might be sending a promotional message with two buttons, “I am interested” and “I am not interested.”
By associating one tag with the first message sent e.g. June Promo and two tags respectively with the message I am interested and I am not interested, on the contact we will see the tags of the promo sent and the response given without having to open the chat.
In addition, thanks to tag attribution, it will be possible to apply filters on Lists, contacts and chats and manage customers belonging to each tag in a specific and personalized way.
It is possible to assign tags to a list of contacts through automation, where as a trigger you will need to enter the list and as the only automatic action the “add tag” function. See the automations section for more details.