Zendesk Chat offers two different types of tags to categorize your visitors and chat sessions:
- Chat tagscontain information about the specific content of a chat session.
- Javascript API and trigger tagscontain more general information about the visitor.
You can use either or both types of tags to better understand your chat traffic. There are important differences in how these types of tags are added, stored, and displayed.
| Chat tags | Javascript API and trigger tags | |
|---|---|---|
| How they're added and removed |
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| What they're used for | Categorize chat sessions based on actual content of conversation. For example, you might add a reporting_issue tag to customers who are having issues with your reporting feature. Chat tags apply to individual conversations; they are not intended for overall user management. | Add details about a visitor based on information other than chat content. For example, you could add a returning_customer tag to visitors who have previously purchased something on your website. |
| How available tags are determined | Admins add new tags to the Predefined List and, depending on settings, can create tags on the fly in shortcuts and the chat panel. Agents can only select from existing tags, not create new ones. For details, seeSetting up chat tags. | 可以enter existing tags or any new tag when setting up triggers and API code. Tags do not appear on the Predefined List. |
| How to search for them | Use advanced search Tags field in History. | Use advanced search Tags field in History. |
| How to format | 140 character maximum with no blank spaces or special characters allowed. | Tags can have blank spaces and special characters. |
7 Comments
Can I use Javascript API tags for the Contact Form?
Hi Andrew,
I suggest that you check ourZendesk Developer Documentationpage to know more information regarding API. However, please note that Zendesk provides this article for instructional purposes only. Zendesk does not support or guarantee the code. Zendesk also can't provide support for third-party technologies such as Python and the Bottle framework. Please post any issue in the comments section or search for a solution online.
We are using the Agent Workspace and need to route chats to certain departments based onchat tagsand notvisitor tags. Would using the Javascript API be a good route for this?
Context:We have patients and practitioners chatting in and we have a group for each of these types of reach outs. Solvvy tags all of our chats with Patient or Practitioner tags based on the selection made through the Solvvy workflow. With the Javascript API, would we be able to do "If chat tag = practitioner then add visitor tag = practitioner" so that we can then route the chats via the chat triggers?
HiJulia R., I would need more information on this in order to provide a complete response. I've created a ticket for us sent to your email where we can continue working together.
How can I viewvisitor tags? I know I can see thechat tagson the ticket, but I need to know how visitors are being tagged, as we're getting a lot of chats incorrectly routed and I'm trying to determine why. Thanks!
你可以搜索标签使用advanced searchin Chat > History.
Wonderful, thanks Dane!
Pleasesign into leave a comment.