The Largest Online Community for Contact Centre Professionals
The Largest Online Community for Contact Centre Professionals
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Published On: 6th Aug 2026 07:00
Tagging is the process of assigning meaningful labels to your customer chat conversations. By meaningful labels, I mean labels that specifically describe what the chat conversation is about – in essence, a brief one- or two-word summary.
These labels, otherwise known as tags, act as a reminder so that you can later remember the contents of the conversation at a glance.
Tags also work as a tool for grouping multiple related conversations together, so that all the conversations about a specific topic are retrieved during a search. This way you see all relevant conversations together in one place.
Contributed by: Playvox
Reviewed by: Megan Jones
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