You can think of chat tags like mailboxes. Chats can belong to one or more tags, including default tags such as "You" and "Mentions".

You can create your own chat tags and assign people in your team to specific tags, so you can have certain teams take care of certain chats.

For example; you can create a tag like Sales, make a small change in your chat widget installation code (see how to make this change below) to forward the chats to this new tag and let your sales team take care of these chats.

To create a chat tag:

  1. Go to Settings > Chat Settings
  2. Select the Chat Tags menu from the left and click New Tag on the top right

In this window, after entering a name and description for your chat tag, assign any users from your team. Only these users will be able to see this tag and reply to the visitors.

Tag incoming chats

After creating a chat tag, the next step is to forward incoming chats to the tags you want. To do this, you need to change the part that starts with InfosetChat('boot', {... in your chat widget installation code with this:

InfosetChat ('boot', {
  widget: {
    apiKey: '<api_key>',
    tags: '<tag_name>'
  },
});

<api_key> is the unique value of this chat widget, which should be already filled in. You should replace <tag_name> with the names of the tags you want to forward the incoming chats from your chat widget, separated by commas.

For example:

InfosetChat ('boot', {
  widget: {
    apiKey: 'NhmFk5k ...',
    tags: 'Sales'
  },
});

Conversations from this chat widget will automatically be displayed under the tag named Sales and can be answered by the people you assign to this tag.

You can see the chats in a specific tag by selecting the relevant tag on the Chats page.