How to use labels?
Modified on: Tue, 13 Sep, 2016 at 6:38 PM
Labels help you categorize and manage conversations or queries from customers. They let you classify an issue and are usually specific to the interaction and not the conversation as a whole.
To use a label:
- An interaction between the customer and the agent has to be marked as 'resolved'.
When you mark a conversation as 'resolved', you will see 'Conversation resolved by Agent as' option with an Add Label dropdown menu next to it
- Click that to choose the relevant Label with its Sub Category
- The Label automatically gets added to the conversation
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