User Tags

User tags are labels or categories you can assign to individual customers within a system to help organize, identify, and manage them more effectively.

Examples: Urgent, Pending, Query, conflict, refund, etc.

Scenario

A user named Kelly interacts for assistance in booking a hotel room. The system assigns user tags during the conversation to improve the user’s satisfaction.

1. User Tag: Frequent Traveler

The system detects that Kelly has booked hotel rooms more than five times in the past year through the website. The system assigns the user tag ‘Frequent Traveler’ to Kelly and offers them a loyalty discount on their next booking.

1. User Tag: Family Trip

The system asks Kelly about the purpose of their trip. Kelly responds that they are traveling with their spouse and two kids. The system assigns the user tag ‘Family Trip’ to Kelly and suggests family-friendly hotels with amenities such as a pool, a playground, or a kids’ club.

1. User Tag: Eco-Friendly

The system asks Kelly about their preferences for the hotel room. Kelly mentions they prefer eco-friendly hotels that use renewable energy sources, recycle waste, and provide organic toilets. The system assigns the user tag ‘Eco-Friendly’ to Kelly and filters the hotel options based on their environmental ratings.

Add User Tags

1. In the right-hand corner of the shared team inbox, there is a Customer Panel where you will find the option for User Tags. Click on it.

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1. You will see a list of existing tags that you can choose from. If you want to create your tag, click on the Manage Tags option at the bottom of the list.

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1. A new window will open where you can add, edit, or delete tags. To add a new tag, type the name of the tag in the 'Add Your Tag Here' block and click on ADD.

For example, you can create a tag called “Europe” for customers who are interested in traveling to Europe.

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1. To apply a tag to a customer, select the customer from the shared team inbox and click on the User Tags option again. Then choose the tag you want to assign from the list and click on APPLY.

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