Keep track of your website visitors and chats and manage them efficiently with Tags

Keep track of your website visitors and chats and manage them efficiently with Tags

After a long day of excellent customer engagement, everyone like to have a quick run-through of the day's stats. But have you felt like after a good day of customer engagement, your chats look cluttered, and everything is a mess?


So, how do we fix this? With Tags.



Tags allow your operators to mark what the conversation is about. Adding a quick tag "Prospect," "Junk," "Ongoing deal," etc., can easily allow you to get an overview of all chats without having to read through all of the messages.

Tags as quick-finder 

Tags can also be an easy way to organize your conversations, contacts, and companies. It can also act as a quick finder that can help you find your desired conversations, contacts, and companies faster.


Let's take an example: If you have to find all the prospects who landed on your site, all you have to do is go to the Leads section in the visitors module, select Contact tags as the criteria, and choose Prospect. Now, you can instantly view all the prospects who landed on your site.


Note: Tags should be assigned to the lead as prospect in-order for this to work. 

How to Assign tags 

Ask your operators to assign tags to conversations and visitors while conversing with them. 

  1. On the top of the conversation view you can find the option to add new tags to the conversation. 
  2. You can search for an existing tag and associate them or add a new tag for the conversation.
  3. You can also associate tags to the contact by clicking on the Contact tags option on the widget section.

Create a custom view using the tags

You can then create a custom view of just the visitors with the assigned tags and include various other criteria like date, CRM values, location, and the number of visits. 


Export or schedule the custom tags

Now click on the more options (dots) next to the custom view name, and choose your desired option to schedule or export the contacts.



Using tags in the lead score and routing rules:

Make your automation workflow more effective by routing your visitors to the desired operators with visitor routing and chat routing using the tags as a condition. 


For example: If you want to route all your chats from your VIP to a set of operators with high expertise, you can set a condition to do so. 

  1. Navigate to Settings > Chat routing, click Add, and now choose your brand. 
  2. Now, pick your criteria as Contact tags and choose VIP. Click Next. 
  3. Choose Route to selected operators option as the chat routing options. Click Next. 
  4. Now, Select the operators from the list and save the rule. 

Benefits: 

  1. View your desired visitors faster
  2. Learn more about a conversation without having to read through the messages.
  3. Export and schedule only desired visitors. 

 User guides :

How do I add and manage tags?


We hope you found this helpful. Speed up your workflow by using Tags right away! If you have further questions, please write to us at support[at]zohosalesiq[dot]com.

 

Regards, 

Naveen 


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