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 enables the differentiation of customers who have received a specific promotional message or the attribution of chats to specific customer care advisors who will follow up with the customer.
Tags allow for customer information without requiring a review of each individual chat and 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 with the messages ‘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. Refer to the automations section for more information.
