Introduction

Message tagging allows classifying specific fragments of a conversation using visual tags previously defined by an administrator. This way, agents can quickly identify messages related to priority customers, urgent requests, pending documents, deliveries, payments, or other relevant categories for the operation.

The configuration is done in wolkvox Manager, where the administrator activates the functionality and creates the tag catalog. Subsequently, agents can assign, remove, and use them as search criteria from wolkvox Agent.

Configuration

1. Click on "Configuration" in the top right corner.
2. Go to the "Omni Channel" tab.
3. Select "Chat WEB".
4. Click on the button with the vertical three-dot icon, located in the top right corner of the configuration.

A window will open with the general options applicable to chat conversations.

Scroll through the window to find the "MESSAGE TAGGING" section. This section allows you to create and manage the tags that will be available for agents. Click on the "Tags" button.

In the Tag Management window, activate the toggle button "Enable Tags." Once enabled, the Tag Catalog will appear, from which you can create, search, edit, or delete the categories that agents will use.

Click on "+ New Tag."

Complete the following fields:

• Tag Name: Enter the text by which it will be identified. For example:
  • Waiting for files
  • VIP Customer
  • Home Delivery
  • In-Store Pickup
  • Urgent
• Style: Select one of the available colors. The color will allow visually differentiating each category within the conversation.
• Preview: Verify how the tag will appear before creating it.
• When finished, click on "Create Tag."
• The new tag will immediately appear in the "Tag Catalog."

Each tag has two actions on the right side:

• Edit: Button with a pencil icon. Allows modifying the name or style of the tag.
• Delete: Button with a trash can icon. Allows removing the tag from the catalog.

You can also use the "Search Tags" field to locate a specific category when the catalog contains multiple options.

After creating or modifying the tags, click on "Save."

The system will display the message:

"Success. Tag configuration saved correctly."

Click on "OK" to close the confirmation.

Finally, return to the general chat configuration window and click on "Save" to apply the changes to the operation.

Once the configuration is saved, the tags will be available for agents in wolkvox Agent.