Using tags and notes

The tagging feature is a powerful tool for organizing your team’s work. With just a few clicks, it lets you categorize chats and tickets, spot trends in customer communication, and improve reporting.

Tags can be added to chats or tickets. You can use them to mark things like languages, departments, or any other criteria that matter to your business. For example, a chat or a ticket might be tagged as refund or VIP customer.

Creating a new tag

You can create separate tags for Chats and Tickets:

• For chat tags, navigate to Settings > Chatting > Chat tags
• For ticket tags, navigate to Settings > Ticketing > Ticket tags

Assigning a tag

To tag a chat, navigate to the chat and scroll down the Customer Details section to Chat tags. Click on the + button to assign an existing tag, or on the Settings icon to create a new one.

To tag a ticket, navigate to the ticket and scroll down the Customer Details section to Ticket Tags. Click on the + button to assign an existing tag, or on the Settings icon to create a new one.

💡 You can also automatically assign tags to chats and tickets using various automations. Learn more here.

Notes

Notes are designed to help your team stay aligned, informed, and efficient, whether you're working on a ticket or chatting live with a customer.

These private, internal messages let agents and supervisors collaborate behind the scenes, without ever leaving the conversation view or disrupting the customer experience. They’re not visible to customers — only your team can read them. This makes them perfect for documenting case history, asking for input, or sharing tips and suggestions with teammates.

With Notes, everything stays in one place, easily accessible to everyone involved in handling the case.

Adding a note

To add a note, switch from Message to Note in the bottom left corner of the message window. Write your note and click Send. The note is instantly saved to the ticket or chat, timestamped, and visible to all teammates who access it later.

A note will be displayed in the main conversation section. However, unlike a message sent to a customer, the note has a yellow background.

• In Chats, notes can be sent both by agents who are actively chatting with the customer and by supervisors who are supervising the conversation. 
• In Tickets, notes can be sent by all teammates with access to the team the ticket is assigned to.