You guys are promoting feature to tag live chats, but this feature is almost useless as it is now - since we can not add/edit tags to offline chats!
What's the use of tags, if 1/2 of our messages don't have them? Messages left overnight (while we're offline), or simply situation, when a customer closes chat 1sec before I enter a tag ...
Please consider adding options to add/edit tags in all messages (live chats, and saved offline chats) ... you are storing all this info - so it should be just a matter of adding interface features.
With best regards,