Organise your chats: tags and assignment
Tags tell you where each customer stands (for example “Hot” or “Follow-up”) and assignment says which agent handles them. With both, your team knows which chat to answer and nobody replies twice.
Read a chat at a glance
In Chat, each conversation shows its tags (1) and the assigned agent. In the header of the open chat you see who handles it (2).
The filter icon in the left column (3) opens the inbox filters: you will see them in step 5.
Add a tag
Open the contact panel with the icon in the chat's top-right corner. Under Tags, click + Add Tag (1) and tick the ones you want (2).
To create new tags or change them, see Recreate your tags, replies and pipeline.
Assign the chat to an agent
In the chat header, click the agent's name (1) and choose who takes it (2).
Or change it from the chat list
Every chat in the list shows its agent. Click the name (1) and pick someone else (2), without opening the conversation.
Find your chats with filters
The filter icon opens Filter. Assigned to Me (1) shows only your chats and Unassigned (2) the ones nobody handles yet.
To see only chats with a certain tag, click + next to Tags (3) and pick it.
