Summary
This article explains how tags and internal notes help teams stay organized and collaborate better.
What Are Tags?
Tags are labels added to chats or contacts, such as:
- New Lead
- Payment Pending
- High Priority
They help in filtering and reporting.
How to Add Tags
Agents can:
- Add tags while chatting
- Remove or update tags anytime
Tags can also be added automatically using automation rules.
What Are Internal Notes?
Internal notes are private comments that:
- Customers cannot see
- Only team members can view
Used for:
- Sharing context
- Leaving instructions for next agent
Best Practices
- Use standard tag naming
- Avoid too many tags
- Write clear internal notes
