Help Center | tawk.to | Tagging chats, contacts, and tickets

Tagging chats, contacts, and tickets

The instructions below are for desktops and laptops only.

tawk.to's tagging system offers a powerful solution for categorizing chats, contacts, and tickets. With the relevant tags, you can easily filter, search, and prioritize communication, saving you valuable time and effort.

Tags are custom labels for chats, contacts, and tickets. These labels can be anything that helps you categorize and manage your interactions. For example, you might tag a chat as "urgent," a contact as "VIP customer," or a ticket as "payment issue."

In this guide, we’ll walk you through the steps to tag chats, contacts, and tickets, and filter your inbox and reports by tags.

Tagging chats

There are 2 ways to tag chats:

Manually
Using shortcuts

Tagging chats manually

Follow these steps to tag a chat:

1. Hover over the tag icon at the top of a chat conversation. This can be an active chat or a chat that has ended and is stored in your inbox.

2. Click the plus icon to add a tag.

3. Choose or create a tag.

4. The tag is added and changes are saved immediately.

Tagging chats using shortcuts

You can set up a shortcut to tag chats. Whenever the shortcut is used in a conversation, that conversation will be tagged automatically.

If you’ve enabled AI Assist, this shortcut will be part of its data source. You can easily get AI Assist to use this shortcut to tag chats for you.

Follow these steps to set up a shortcut to tag chats:

1. On the shortcut settings page, click + Action.

2. Select Change Tags.

3. Click + under Add tag(s).

4. Choose or create a tag.

You can also enter up to 5 questions containing related keywords within this shortcut. If AI Assist finds matching keywords in these questions, it’ll send the shortcut message to customers and prioritize it in the future.

AI Assist will respond with the exact message you’ve written unless Revise answer based on context is enabled in the Behaviour settings.

To learn more, check out these guides:
Creating and managing shortcuts

Shortcut templates for easy conversations

Tagging contacts

Follow these steps to tag a contact:

1. Click + under Tags on the left panel of a contact.

2. Choose or create a tag.

3. The tag is added and changes are saved immediately.

To remove a tag from a contact, hover over the tag and click X.

Tagging tickets

Follow these steps to tag a ticket:

1. Hover over the tag icon at the top of a ticket.

2. Click the plus icon to add a tag.

3. Choose or create a tag.

4. The tag is added and changes are saved immediately.

To learn more about tagging tickets, check out this guide:
Tagging Tickets

Filtering your inbox by tags

In your inbox, you can filter chats and tickets by tags. Click Filter and select Tags.

Filtering reports by tags

In Reporting, you can filter the charts by tags. Click the filter icon and select a tag from the dropdown under Tags.

Additional tips

Here are some tips for an effective tagging system:

Define clear and consistent tag names for your team to follow. This ensures everyone understands the meaning of each tag and helps maintain organization.
Don't over-tag. While tags are helpful, using too many can be counterproductive. Stick to the most relevant tags for each interaction.
Once you've tagged your conversations, leverage the search bar in your inbox to quickly find specific chats, contacts, and tickets based on their assigned tags.

By implementing a well-defined tagging system, you can transform your tawk.to workspace into a streamlined and efficient hub for managing customer interactions.

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