The Tags section shows every tag in your account and, for each one, the conversations that carry it. From there you can open those conversations, assign them to an agent or a team, and export them to a CSV file.
You'll find it in the side menu, below Live Chat.
The list of tags
Each tag shows its color, how many conversations carry it (Conversations) and when it was last used (Last used). The most recently used ones come first. To find one, type its name in Search tag.
Admins see the conversations of the whole account. Operators only see the ones they can open in Live Chat: those of their channels and those assigned to them or their team.
Create, rename or delete a tag
Only admins can do this.
Create: click New tag, type the name, pick a color and click Save. Two tags can't have the same name, even with different capitalization or accents.
Rename or change the color: in the tag's ⋮ menu, choose Rename or change color. The change shows in every conversation in Live Chat.
Delete: in the ⋮ menu, choose Delete. The warning tells you how many conversations will lose the tag; confirm with Delete tag. This can't be undone, and if a flow adds that tag, that step of the flow will fail.
The conversations of a tag
Click a tag to see its conversations. For each one you see:
Name: the saved contact's or, when there is no contact, the name on their WhatsApp profile, marked as profile.
Phone and Channel: the person's number and the number of your account you talked on.
Agent and Team: who it is assigned to.
Last activity.
Click a conversation to open it in Live Chat. From each row's ⋮ menu you can also assign it and, if the person is a saved contact, open their record with Open contact.
To narrow the list, use the filters:
Name or phone.
Channel.
Agent, for admins only: All, Unassigned (those with no agent, even if a team has them) or a specific agent.
Activity: Any time or the last 7, 30 or 90 days.
Conversations of a deleted channel show in grey and can't be assigned. WhatsApp groups don't show in this section and aren't counted in the list of tags.
Assign a conversation
If a conversation has no agent or team, click Assign in the Agent or Team column. To change who it is assigned to, choose Reassign… in the ⋮ menu. The list of agents shows each one's role, and the list of teams how many members each has.
Operators can only assign conversations to teammates with access to that channel and to the teams they belong to.
Export to CSV
Click Export CSV to download the tag's conversations with the filters you have applied, up to 10,000 per file. The file has each conversation's name, phone, channel, agent, team, last activity date (in UTC) and all its tags.
Tags on the contact record
A contact's record has two tag cards:
Contact tags: those of the contact itself. You edit them on the record.
Tags of their conversations: those their conversations carry, grouped by channel. They are added and removed from each conversation.
How tags are added
From Live Chat, in the Tags section of the conversation panel.
With a flow, in the Add Tag step with Tag set to Conversation.
Tags a flow adds to the contact (Tag set to Contact) show in Contact tags, not in this section.