In the Message Center, you can edit customer tags and set up to add tags to customers automatically to facilitate customer management.
This article will cover the following:
1. Edit customer tags
A. Edit tags
On the Instant message page, go to the User Profile block on the right side and click Edit tags to check the number of used tags and to delete tags.
There will be a pop-up window showing all created tags and the number of customers tagged. Enter keywords in the search box to search for tags to edit.
*Notes:
- Search results do not distinguish between upper and lower case letters.
- Spaces and special characters will affect the search results. For example: for a tag named "repair," you can find this tag by inserting "REPAIR" or "Repair." If you insert "re pair" or "re.pair", you will not be able to find the tag.
Click on the "bin" icons to delete tags.
After deleting a tag, a "Tag modification reminder" will pop up. Click Click to refresh to complete the deletion process.
B. Change tag colors
You can change the tag color when adding tags to a customer.
*Notes:
- You can use the same color for different tags.
- Currently, you can only change colors for customer tags, but not for order and blacklist tags.
You can also change colors for established tags.
*Note: If you change the color of an established tag, other customers who are under the same tag will also be affected. For example, Customer A is under the "VIP" tag, and the staff changes the tag color to red. Other customers who are also under the "VIP" tag will have a red tag on their user profiles.
Up to 3 customer tags can be shown under the customer's message, while the rest of the tags will be hidden. Click the number next to the tags to view the rest of the tags. You can also filter messages by tags.
2. Add tags automatically
Step 1
On the left menu, select [Omni-channel CRM Assistant] > [Auto-Add Tags] and click Add tags and keywords.
Step 2
Add a new tag or select a tag from the drop-down list, then enter the keywords (separate the keywords by hitting "Enter"). Click the floppy disc icon on the right to save the settings.
*Notes:
- The system currently supports a maximum of 60 tags with a 3-40 characters range.
- The character limit for keywords is 40. Each tag can add at most 20 keywords.
Step 3
You can view your saved tags and keywords in this "Automatically add tags" tab. Click the pencil icon to edit or the red bin icon to remove the tag.
Please switch the toggle located at the top to enable the tag-adding feature in the Message Center.
After enabling the feature, the system will identify customers' message content and automatically add tags to the customer correspondingly.
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