Introduction
Tags in Richpanel serve as an invaluable tool for categorizing conversations and customer profiles, making it easier for support agents to organise, search, and prioritise support tasks.
Prerequisites
Ensure you have logged into your Richpanel account with the necessary permissions to add or modify tags.
Familiarity with navigating the Richpanel dashboard is recommended.
Adding Conversation Tags
Conversation tags help you classify interactions based on their content, urgency, or any other criteria your team finds useful. Here's how to add them:
Step 1 : Access Conversation Actions
- From the Richpanel dashboard, click on the "Inbox" section to view the list of ongoing and past conversations.
- Browse or search for the conversation you wish to tag. Click on it to open the conversation detail view.
- Within the open conversation, look for the "Conversation Actions Header." This area contains several options to manage your interaction, including tagging.
Step 2 : Add Tags
- In the Conversation Actions Header, find the option to add tags. Click on it, and a text field or a dropdown menu will appear, showing existing tags or allowing you to type in new tags.
- After selecting or entering the desired tags, confirm the action. The tags will now be associated with the conversation, and you can see them displayed within the conversation header or details.
Adding Customer Tags
Customer tags are useful for categorising customers based on their preferences, behavior, or any specific attributes. To add customer tags, follow these steps:
Step 1 : Access Customer Profile
- From within any conversation with the customer, access the customer's profile you wish to tag from the customer sidebar.
- In the customer profile, look for the section that contains customer details, including previous orders, interactions, and more.
Step 2 : Add Tags
- Within the customer details, click on "+" button.
- You will be presented with a field to type in new tags or select from existing tags. Enter or select the tags that best categorise this customer.
Conclusion
Utilizing tags effectively in Richpanel can dramatically improve the efficiency and organization of customer support operations. By following the steps outlined above to add conversation and customer tags, support teams can enhance their workflow, making it easier to filter, prioritize, and manage interactions and customer profiles.
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