Zendesk Chat offers two different types of tags to categorize your visitors and chat sessions:
- Chat tags contain information about the specific content of a chat session.
You can use either or both types of tags to better understand your chat traffic. There are important differences in how these types of tags are added, stored, and displayed.
|How they're added and removed|
|What they're used for||Categorize chat sessions based on actual content of conversation. For example, you might add a reporting_issue tag to customers who are having issues with your reporting feature. Chat tags apply to individual conversations; they are not intended for overall user management.||Add details about a visitor based on information other than chat content. For example, you could add a returning_customer tag to visitors who have previously purchased something on your website.|
|How available tags are determined||Admins add new tags to the Predefined List and, depending on settings, can create tags on the fly in shortcuts and the chat panel. Agents can only select from existing tags, not create new ones. For details, see Setting up chat tags.||Can enter existing tags or any new tag when setting up triggers and API code. Tags do not appear on the Predefined List.|
|How to search for them||Use advanced search Tags field in History.||Use advanced search Tags field in History.|
|How to format||140 character maximum with no blank spaces or special characters allowed.||Tags can have blank spaces and special characters.|