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.|
I suggest that you check our Zendesk Developer Documentation page to know more information regarding API. However, please note that Zendesk provides this article for instructional purposes only. Zendesk does not support or guarantee the code. Zendesk also can't provide support for third-party technologies such as Python and the Bottle framework. Please post any issue in the comments section or search for a solution online.
Hi Julia R., I would need more information on this in order to provide a complete response. I've created a ticket for us sent to your email where we can continue working together.
How can I view visitor tags? I know I can see the chat tags on the ticket, but I need to know how visitors are being tagged, as we're getting a lot of chats incorrectly routed and I'm trying to determine why. Thanks!
Please sign in to leave a comment.