Tagging and Labelling

step-by-step guide on how to create and use tags/labels, along with their differences and usage:

Creating Tags/Label

1. Navigate to the Bot Settings: Go to the Omni-Channel bot or any other bot in your workspace.

2. Access the Tag/Label Panel: On the left-hand side, you will see a menu where you can find the "Tags" and "Labels" panels.

3. Create a New Tag/Label:

   • Go to the upper-right corner of the tag/label panel.

   • Click on "New Tag" or "New Label".

   • You can assign a name and select a color to distinguish the tag or label visually.

Add Tags/Label

1. To add a tag or label to a user, go to Live Chat interface.

2. Select the user, then in the the right-hand side panel, choose the appropriate Tag or Label and add it to them.

Difference Between Tags and Labels

• Tags are specific to individual bots and can't be used across multiple bots.

• Labels are useful when you have multiple bots (e.g., WhatsApp bot, Facebook bot). You can filter users across different bots using labels.

• For example, if you have several bots in your workspace and want to find all users under a particular label (e.g., "Label 1"), you can easily filter them across all bots using labels.

• Tags, on the other hand, only work within each bot individually and are not usable for cross-bot filtering.